Skills-Based Routing
Skills-Based Routing is a way of directing customer calls to the most qualified customer service agents. Think of it like a smart traffic system that makes sure each customer reaches the right helper. Instead of sending calls to whoever is free, the system looks at what the customer needs (like billing help or technical support) and matches them with an agent who's good at handling that type of issue. This helps solve customer problems faster and makes the call center run more smoothly. You might also hear it called "skill-based call routing," "intelligent routing," or "competency-based routing."
Examples in Resumes
Implemented Skills-Based Routing system that improved customer satisfaction by 35%
Managed team of 50 agents using Skill-Based Routing to optimize call center efficiency
Trained staff on new Skills Based Routing protocols and reduced call transfer rates by 25%
Typical job title: "Call Center Managers"
Also try searching for:
Where to Find Call Center Managers
Professional Networks
Industry Resources
Example Interview Questions
Senior Level Questions
Q: How would you implement a skills-based routing system in a large call center?
Expected Answer: Should discuss assessing agent skills, creating skill matrices, setting up routing rules, training staff, and measuring success through metrics like first-call resolution and customer satisfaction.
Q: How do you balance efficiency with customer satisfaction in skills-based routing?
Expected Answer: Should explain strategies for managing wait times, priority routing, overflow handling, and how to adjust routing rules based on real-time conditions and customer feedback.
Mid Level Questions
Q: What metrics would you use to measure the success of a skills-based routing system?
Expected Answer: Should mention key performance indicators like average handle time, first-call resolution rate, customer satisfaction scores, and transfer rates.
Q: How would you handle peak call volumes with skills-based routing?
Expected Answer: Should discuss overflow procedures, cross-training agents, adjusting routing rules during high volume periods, and maintaining service levels.
Junior Level Questions
Q: What is the basic concept of skills-based routing?
Expected Answer: Should explain how calls are matched to agents based on their abilities and customer needs, improving efficiency and customer satisfaction.
Q: How do you determine an agent's skill level?
Expected Answer: Should discuss training assessments, monitoring calls, customer feedback, and regular performance evaluations.
Experience Level Indicators
Junior (0-2 years)
- Basic understanding of call center operations
- Familiarity with routing concepts
- Knowledge of customer service principles
- Basic call center metrics understanding
Mid (2-5 years)
- Implementation of routing strategies
- Team supervision and training
- Performance monitoring and reporting
- Customer service optimization
Senior (5+ years)
- Strategic planning and implementation
- Multi-site routing management
- Advanced analytics and optimization
- Call center technology expertise
Red Flags to Watch For
- No experience with call center metrics or KPIs
- Lack of understanding about customer service principles
- No knowledge of call center software or technology
- Poor understanding of workforce management
Need more hiring wisdom? Check these out...
Skill-Based Hiring: The Surprising Future of Talent Acquisition
Beyond Resumes: How Competency-Based Hiring Transforms Talent Acquisition
Unlocking Hidden Talent: Spotting Transferable Skills in Non-Traditional Candidates
