Skills-based routing promises business efficiency, or simply put, it keeps agents busy with less time between calls. With 875 agents processing more than 100,000 communication requests a week, skills-based scheduling software from Blue Pumpkin ensures Brecker's staff is used to its fullest potential. We're able to be more aggressive and that translates into better service for our clients and their customers. Agents, who receive calls based on their specific skills, have the confidence that they'll be able to handle a caller's inquiry. This can reduce agent anxiety and stress and promote the professionalism of the contact center.
Agents also benefit from handling a variety of calls.
Agents do like that and it keeps their satisfaction up because you can mix revenue-generating calls with some customer complaints. In this case, agents feel a lot better about their job because they're impacting the bottom line instead of just being an expense. The argument that customers receive better service in a skills-based environment because they're immediately routed to agents skilled to handle their inquiries is wearing thin, Stearns says. They wouldn't be much of a call center if they didn't. In any relationship communication is paramount.