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Outbound Skills-Based Call Routing for Contact Centres
Use outbound skills-based routing to effortlessly match customers with their ideal agent and maximise your campaign close rate.
Is Outbound Skills-Based Routing Right For My Business?
Do you find yourself in one (or more) of these situations in your contact centre?
Valuable time is spent setting up complicated campaigns to segment call lists for your agents, resulting in less time being available to generate revenue.
VIP customers are having a frustrating experience because newer team members find it challenging to manage them, resulting in decreasing close rates and lower CSAT scores.
Leads are frequently being moved from list to list, quickly becoming out of date and taking up valuable time and resources.
If any of these scenarios feel familiar, outbound skills-based routing could have a significant positive impact on your team’s performance, productivity and profitability.
Outbound skills-based call routing is a feature of contact centre software that automatically assigns individual customer interactions to the most relevant and qualified team member to deal with the call. This removes the need for extensive call list segmentation, means that VIP customers speak to a team member fully equipped to manage that relationship and ensures leads are managed effectively by the best-matched person for the task.
What is skills-based call routing for outbound campaigns?
Skills-based call routing is traditionally something used on inbound calls, which utilises an inbound Interactive Voice Response (IVR) system to automatically route incoming customer service calls to the most appropriate member of the team. The system uses the customer’s selections at the start of the call to decide how to automatically route calls, helping to increase call resolution rates and delivering the best possible customer experience.
At MaxContact, we believe that skills-based call routing can also be transformative for outbound contact centre campaigns, maximising the impact and revenue gained as a result.
Ensuring that the right agents are contacting the right potential customers using an automated skills-based routing system helps to give the best chance of successful and profitable outbound interactions.
How outbound skill-based routing works
Outbound skill-based routing works by matching the known skills of agents to what is known about leads, to help ensure that the agent automatically allocated to call them is best placed to build rapport, answer any relevant questions and already understands the lead’s likely problems, considerations and pain points.
With outbound skill-based routing, your campaigns are set up for success
Agents’ skills match lead requirements, meaning you win more customers and have stronger, longer-lasting relationships.
The benefits of skill-based routing:
Maximise campaign flexibility and optimise resource allocation across different call types
Outbound skill-based routing works across progressive, predictive and preview campaigns.
Utilise live intelligence data and reduce admin and errors
Lead ‘skills’ are updated dynamically based on live information. Simply configure your result codes to work with skill-based routing to take advantage of the always up-to-date information.
Supercharge agent productivity
Tagging your agents and customers with skills reduces the need for multiple campaigns, streamlining the agent’s day-to-day and reporting all in one place, for increased productivity.
Improve customer service and CSAT scores
Rating your agents with a proficiency level for each skill means there are multiple options for agents with the same skill, routing the customer to the agent with the highest proficiency where possible and routing to an alternative option when needed, to avoid dropping a call.
Effectively track and analyse performance strategically
Our in-depth reports allow you to track the performance of your team and campaigns, providing insights that will inform future strategy and activity for even better results.
Leverage data to predict optimal agent skills for future campaigns
Proactively plan and allocate resources for future success, based on predictive insights.
Industries that will benefit most from outbound skill-based routing
Any industry where outbound calls are frequent could potentially benefit from a system that automatically matches agents with leads based on specialised knowledge or experience, but some of the industries with the most to potentially gain include.
These industries specifically can benefit from an automatic call distribution system because they involve a high volume of outbound calls to individuals with specific needs. Skill-based call routing offers a tailored approach without the time needed for manual matching. When the system automatically matches the lead or customer with known needs to agents with the right relevant expertise, it can make all the difference to a positive outcome from the interaction.
Sales
Debt Collection
Telemarketing
Financial Services
Insurance
Technology
Market Research
Healthcare
See Outbound-Skill Based Routing In Action
See What Outbound Skill-Based Routing Can Achieve:
- Improved call resolution rates
- Increased customer satisfaction
- Higher agent productivity
Outbound skills-based call routing FAQs
How does skills-based routing differ from traditional call routing?
Traditional call routing simply arranges customers or leads into a queue and assigns them to the next available agent for contact to be made. This can mean that inexperienced or general agents are allocated an outbound call that is likely to be complex in nature and require someone with specific experience to handle most effectively.
Skills-based routing instead ensures that the agent allocated to a specific outbound call has ‘skills’ that match the known needs of the customer or lead, giving a much-improved chance of being able to manage the interaction in the best possible way.
How does skills-based call routing improve customer satisfaction?
Skills-based call routing improves customer service because the agent most qualified to handle the specific customer interaction is the one that makes the call, having been automatically matched based on their relevant skills and experience. Being qualified to answer any specialist questions or concerns means a better customer experience.
Can skills-based call routing be used for inbound and outbound calls?
Skills-based call routing can absolutely be used for inbound calls, as well as for outbound campaigns. For incoming calls, the IVR call management system can assess caller ‘skills’ based on their feedback and choices at the start of the call, ensuring that interaction is routed to the best-matched agent to deal with it.
Can our existing CRM or contact centre software integrate with your skills-based routing solution?
We make it a priority at MaxContact to ensure our suite of contact centre solutions integrates smoothly with as many existing CRMs and other industry standard software as possible. Our team can develop bespoke integrations when required and you can view our current list of contact centre software integrations.
Do you offer training for agents and supervisors?
We offer all of the support that contact centres need in order to not only onboard our solutions with the relevant teams, but also make the most of the software, with all relevant aspects fully utilised to bring maximum benefit.
Our ongoing support involves training for agents and supervisors, including new starters and when new iterations and features in our products go live.
Since using MaxContact, we’ve increased the contact we have with our customers, which has been massive. When you’re sourcing leads, you want to make sure your contact ratio is as high as possible, so that’s been a huge positive for us.
Mark Thomas, CEO, Compare My Insurance
Customer Contact Strategies for Successful Campaigns
Adopt the right contact strategy for every single customer through the power of AI, automation, and a tonne of powerful contact centre features. Find out how MaxContact can improve your outbound communications.
Download Outbound customer engagement brochure
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