Skill-based Scheduling and Routing in your Call Center

With the growing number of call types due to more complexity (pre-sales, sales, support, service, etc.) and the increasing number of channels (phone, web, email, twitter, etc.), it becomes more difficult to efficiently handle the incoming “traffic”, especially in small and medium-sized call centers. One solution is skill-based routing and scheduling. If you have agents trained to handle multiple types of calls and you use skill-based routing, you can reduce the number of agents needed to handle your call volume. The productivity gain from giving each agent two skills could easily be 5 to 15%. The importance of multi-skilled agents is that they form overlapping groups.

For example, having one group that can handle calls type A and B while another group takes calls type C and D, can be substantially improved by adding a group that is able to handle calls type B and C (or one of the other three combinations). This model provides a lot of flexibility especially in times of fewer resources and changing call volumes and patterns.