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The Advantages of Skill-Based Scheduling

Posted: by: Chuck Ciarlo

Skill-based scheduling is a practice where incoming calls at a contact center are routed to specific agents based on the type of service requested. If customers can be connected with an agent that excels at the service they require, the odds are much greater of achieving a satisfactory result.


This practice can take many forms, from simply routing calls from Spanish-speaking customers to bilingual agents, to routing angry callers to those agents with the personality and people skills to calmly resolve the situation.

Generally, the implementation of a skill-based scheduling process requires four steps, starting with a detailed knowledge of why customers call. By classifying these contacts, a manager can define the necessary agent skill sets, and gather some of the information needed to set up an effective schedule.

The next step is to identify staff skills and resources. This can be achieved in a number of ways, but call recording should play a key role. Most well trained agents have more than one skill, which can make the process somewhat easier, while reducing the number of agents needed to handle call volume. Productivity can increase 5-15% from agents with at least two skills.

Step three requires a review, and perhaps an upgrade, of the contact center’s technology. Choose a system capable of skill-based routing and scheduling in a multi-channel environment.

Finally, conduct a gap analysis to compare your current business environment with how that environment will changed under a skill-based scheduling system. This will uncover any risks incurred during the transition period, and help to make certain that the system is working as designed to benefit customers and improve contact center efficiency.

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