A brief introduction to skills-based routing in call centers

Faith Ocampo Published on February 20, 2017

miniature figures business men standing on flip phone keypad

Commonly used in the telephony industry, skills-based routing is far from being a new concept. If you still haven’t rolled out this call assignment solution in your call center, this guide is for you.

As more and more brands come to realize just how crucial the customer experience is, many of them have begun to look for innovative, tech-based solutions to provide better services to their market.

diverse call center team looking

Among the most popular customer support solutions is skills-based routing (SBR), a component of automatic call distribution (ACD) systems commonly deployed in companies that handle large volumes of inbound calls and requests. Think contact centers, retail firms, travel agencies, and many others.
Simply put, SBR is a form of an automated call assignment strategy. Its core purpose is simple: to direct incoming calls to the agents who possess the skills and knowledge needed to solve clients’ issues.
So we can see how this form of technology can raise customer satisfaction while increasing a brand’s overall efficiency. In fact, although it’s already been around for many years, this tech-driven process is becoming even more relevant as call centers deal with an ever-increasing number of transactions.
Let’s take a closer look at how SBR works and how it can benefit you.

How call assignment takes place

In this system, a caller is directed to a qualified customer support agent based on several criteria, including:

•     the agent’s availability
•     the agent’s skills and knowledge
•     the type of customer complaint or query
•     the caller’s identity, nature of previous transaction, and other preferences

The SBR system, thus, gathers various information to effectively direct calls to the right agents. It may communicate with your contact center’s customer relationship management tool to gather information about callers, their transaction history, and other relevant data.

businessman holding smartphone pushing virtual button

Aside from this, it also fetches information from your interactive voice response (IVR) system, a tool that lets customers describe the nature of their issues or queries.
Of course, your routing system must also be able to recognize agents’ particular skills, so it can connect incoming calls to the right people. For this, you may have to define, categorize, and document your employees’ specific capabilities. Your ACD software must then be able to read and process these data for successful call routing.

What are its benefits?

Low call abandon rates.

As the SBR system actively tracks agents’ availability, customers don’t have to wait too long before they get to talk to a brand representative. This reduces your contact center’s call abandon rates. Overall, on top of enhancing the customer experience, this lets you maximize your team’s productivity.

Faster issue resolution.

Matching incoming transactions to the call center agent with the right skills ensures that customers’ problems are resolved quickly and effectively.

Higher first call resolution rates.

Implementing an SBR system can increase your FCR rates. Thus, your clients won’t need to contact you over and over regarding the same issue, and this boosts customer satisfaction and loyalty.

 
Just like all tech-based processes, however, implementing smart call assignment solutions such as SBR comes with plenty of challenges. To make it work, make sure to carefully study all the aspects involved in this process, team up with customer relations and IT experts, and work closely with your frontline agents. That way, you can align your call routing solutions with your customer service goals.
 
 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 7 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗟𝗮𝘂𝗻𝗰𝗵𝗲𝘀 𝗦𝗛𝗜𝗙𝗧 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺 𝗳𝗼𝗿 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀

Multilingual call center Open Access BPO announced the official launch of 𝗦𝗛𝗜𝗙𝗧: 𝗔𝗻 𝗢𝗔𝗕𝗣𝗢 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺, an initiative designed to foster sustainable health and well-being among its employees.

The program, whose acronym SHIFT stands for Sustainable Health and Integrated Fitness Transformation, aims to address the challenges of sedentary work lifestyles prevalent in the BPO industry by providing comprehensive support for health improvement.

The OABPO SHIFT Program will offer a holistic approach to employee wellness, encompassing structured physical fitness activities, wellness coaching, and a smart, sustainable nutrition guide.

This program highlights Open Access BPO's dedication to employee well-being, recognizing that healthy team members are key to both professional success and a great quality of life.

Employees are encouraged to check their official Open Access BPO email for detailed information on program enrollment and participation.

#WeSpeakYourLanguage
#OneForHealth #oabpoSHIFT
#IdeaHubOABPO #EmployeeWellness
#WellbeingAtWork
Open Access BPO 11 days ago
Delivering outstanding #CustomerSupport on over #SocialMedia promptly is essential for enhancing #CustomerSatisfaction and improving the overall brand experience.

But how can your brand consistently deliver on this crucial front?

Improve your customer interactions and build stronger connections on social media by reading all about it on our blog: https://buff.ly/sdjJ2A3

——————————
Give your brand a CX boost on the social web!
Outsource to a #CustomerService expert today: https://buff.ly/aBetHaO

#WeSpeakYourLanguage
#CustomerService #CSat
#CustomerExperience #CX
Open Access BPO 21 days ago
The world is getting smaller, and your customers come from all corners of it!
Partnering with a culturally diverse #CallCenter team isn't just the right thing to do, it's a smart business move.

Learn about the key benefits in our blog:
https://buff.ly/360SqHP

----------
Want a high-value #CustomerExperience for your diverse audience?

Let our multicultural teams help your brand break into international markets without worries.

Contact us today: https://buff.ly/59i7YD6

#WeSpeakYourLanguage
#CX #diversity #inclusion
Open Access BPO 21 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 21 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 22 days ago
Open Access BPO conducted Plant It Forward, a two-part tree-planting initiative, held in Laguna and Davao in May and June 2025.

Volunteers from both activities planted 300 Philippine indigenous trees, which were selected to help maintain the biodiversity in the area.

“This program is more than just planting trees; it’s about cultivating a culture of social responsibility within our organization and demonstrating our commitment to the communities where we operate,” said Joy Sebastian, Global VP at Open Access BPO.

This is only the start. Open Access BPO vows to continue investing in such environmental projects, affirming its core value of creating positive impact.

Read more about the green initiative here: https://buff.ly/HjTlHZC

#WeSpeakYourLanguage
#OABPOPlantItForward
#OABPOcares #IdeaHubOABPO