For example, in a technical support call center, agents specializing in one product will develop an intimate knowledge of how that product and how customers use it. In contrast, handling several different products may tend to struggle to know any of them well. Training Costs . When agents handle only one type of calls, training programs can be focused and relatively short. This can be very expensive.
Many call centers have high attrition rates, which is costly under any circumstance.
When a highly cross-trained trained agent leaves the call center, the call center loses the even more significant investment that has been made in training that person on multiple call types. In our Sales and Service call center, incoming Sales calls may first be queued to a group of Sales agents and then also queued to a group of cross-skilled Service agents if not answered within 60 seconds. After 60 seonds it may also queue for all Sales agents. Finally, after 120 seconds, the call would queue to cross-skilled Service agents as well. Every ACD and CTI vendor has their own SBR products, their own terminology, their own unique features.