Sticky Agent or Skill Based Call Routing: Which Is Better for Call Centers during COVID 19?


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Sticky Agent or Skill Based Call Routing: Which Is Better for Call Centers during COVID 19?


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Call center solutions are furnished with multiple features to benefit the call centers. One of the major features available in the best call center solution is call routing. Call routing means a mechanism of receiving and passing a call to an agent. In a call center solution, there can be multiple call routing rules. Some of the commonly available call routing rules are listed below:

·         ACD (Advanced Call Distribution)

·         AACD (Automated Advanced Call Distribution)

·         Round robin

·         Random call routing

·         Call routing to the idle agent

·         Skill based call routing and

·         Sticky agent

Different call routing rules are used based on different criteria. Two most popularly used and most useful call routing rules are:

·         Skill based call routing and

·         Sticky agent

Both of these call routing rules have their own pros and the right use of the right call routing rule can help in increasing first call resolution while maintaining the average call duration to the minimum possible.

As everyone is aware, the world novel Coronavirus outbreak has caused the pandemic. People are suffering like anything and so do businesses. There are some call centers that are dealing with the recession and there are some which are handling massive call volume. When you are dealing with the spike in call traffic, it is necessary to choose the right call routing rule.

When to use the sticky agent?

Sticky agent is a way of routing a call of a customer to the same agent all the time. It means a customer will be attended by the same agent every time. This rule cannot be effective if you are dealing with new customers who had not called before and they are calling just because of COIVD 19 pandemic. This call routing rule can be useful to handle your regular customers. By connecting them to the same agent helps in building a good rapport with the customer. It helps in handling the customer really well as the agent knows the customer well. Thus, it is also very effective in handling premium customers.

When to use skill based call routing?

Skill based call routing assesses the customer query and matches it to the available agents and then this call center solution feature routes the call to the agent that has maximum skills to handle this customer. For example, if the customer speaks English and has a query on his subscription, the call will be routed to an agent that has knowledge of subscription and he can speak fluent English. To make this effective, the call center solution plays an IVR before routing the call to an agent. This call routing rule works really well when multiple new clients or prospects are calling in because of the COVID 19 pandemic. It connects a customer to the right agent. It is not so useful while handling existing or premium customers who are regularly served by the call center agents.

Choosing the right call routing rule during this pandemic can help in handling traffic more efficiently. Make sure to use the right features and tools.


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