Richard Snow's Analyst Perspectives

IBM Innovates in Call-Routing for Agent Performance

Posted by Richard Snow on Nov 27, 2010 10:34:47 AM

One often-cited approach to improving the performance of contact centers and customer service agents is skills-based routing. This involves tagging data about the skills of individual agents – for example, languages spoken, training courses passed or the ability to handle well a particular type of call – and using a call-routing system to deliver calls to an extension where an agent with the requisite skills has signed in and is available. Identifying the required skills typically is done by an interactive voice response (IVR) system or perhaps through the number dialed by the caller; in the latter case, a high-value customer might call a special number and identify the issue by selecting among options in an IVR system. Either way, matching customers and their requirements with agents skilled in dealing with them is thought to increase the chance that the customer’s issue will be resolved efficiently in the first attempt.

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Topics: Human Capital Management, Operational Performance Management (OPM), Call Routing, IBM, Customer Performance Management (CPM)