什么是基于技能的路由?
基于技能的路由或基于技能的分配是一种呼叫路由策略,它将入站式呼叫或对话分配给最能解决客户问题的代理。
虽然短的响应时间是关键绩效指标(KPI),但基于技能的路由强化了客户服务和交互的很多方面。
入站式呼叫会根据预先确定的路由规则分配给具有特定技能的代理,这些代理可以最有效地处理好问题。
让我们来讨论一个现实生活中的例子。
您接到一个客户的电话,他有一个技术问题。此外,他只会说西班牙语。客户输入语音命令或按下按键,基于技能的路由系统会从代理池中选择最熟练的代理,并将这张Ticket发给他们。因此,在这种情况下,代理应该来自技术部门,并且精通西班牙语。该代理具有合适的专业技术水平,能够与客户进行有效沟通,提供可靠的支持并完成Ticket。
Now, let’s have a look at some of the benefits skills-based business call routing can bring to your business.
- increased customer satisfaction
- better first contact resolution
- increased customer loyalty
- decreased waiting times
- lower average handle time (AHT)
- higher agent performance and productivity
- better overall efficiency of contact centers
什么是全渠道基于技能的路由?
Skill-based distribution doesn’t only apply to calls. All types of customer interactions can be distributed using this approach. You can set up these distribution strategies also for online chats, social media messages, emails, and other relevant tickets.
Businesses with multiple communication channels will find setting up a call route invaluable. Not only for better agent utilization but more importantly, it helps provide a unified customer experience across the board.
基于技能的路由和ADC如何协同工作?
大多数的呼叫者都希望他们的问询能够在短时间内由合格的代理解决。这时,基于技能的路由与自动呼叫分配(ACD)系统相辅相成。当客户响应IVR的自动提示时,他们就会被移交给自动分配系统。此时,智能路由开始发挥作用。根据您预先设置的规则,客户被转移至代理的呼叫者队列中,并且该代理的技能类型与特定的情况最为匹配。这可能是语言技能,某一特定领域的专业技能或者基于其他客户档案数据等等。
Set up your call center with ease
Besides skills-based routing, LiveAgent offers numerous useful features that can always come in handy. Want to see for yourself?
Watch a video about skill-based routing
Skills-based routing is a type of router which uses customer information to route customer inquiries to the most suitable and knowledgeable customer service agents. With LiveAgent helpdesk software, customers can be efficiently routed to the best-suited support agents in place, streamlining the customer service process and optimizing customer satisfaction. LiveAgent’s helpdesk software provides the added bonus of tracking and logging customer queries. With the help of this data, customer service agents can provide more accurate and personalized service.
Frequently Asked Questions
全渠道基于技能的路由是如何工作的?
客户通过各种渠道接触公司。全渠道基于技能的路由和普通的基于技能的呼叫路由的工作原理相同,只是它包含更多的沟通渠道,比如呼叫、社交媒体消息、电子邮件、对话等。
什么时候公司应该考虑使用基于技能的路由?
基于技能的路由可以在所有行业的任何规模的公司中使用。然而,支持大量客户和雇佣大量代理的呼叫中心可以从这种分配策略中受益最多。因此,如果您正在扩大业务,可以考虑在日常运营中搭建基于技能的路由。
对于您的业务来说,基于技能的路由有哪些主要的好处?
基于技能的路由可以增加许多KPI,比如平均处理时间、首次联系解决、较短等待时间等。除此之外,它还可以提高呼叫中心的整体客户满意度和生产效率。
Zadarma is an affordable internet-based telephone system provider that aids in call center management and customer service. It is compatible with LiveAgent call center software. LiveAgent is a popular customer service software that offers VoIP phone systems and self-service software. The article discusses the benefits and features of customer service and call center applications, including real-time conversations, preset replies, and call recording. It also emphasizes the importance of call center management for improving service efficiency and customer satisfaction.