What is reverse skill routing? How does it help you allocate agent resources more efficiently to increase productivity and improve service?

Contact center systems use different algorithms to ensure that the right agent is reached. jtel already supports the new “reverse skill routing”. This is a further development of classic skill-based routing, in which requests are passed to the agent who is best qualified for the task at hand. Reverse-Skill develops this concept further by allowing routing to less qualified employees. This leaves the more highly qualified employee free for more complex tasks. Jtel customers can easily set the parameters themselves and set values such as time delay or gradation.

This brings clear advantages for efficient call processing as agent selection can be granulated much more finely. Complex tasks take longer, so the most qualified agents must have the time to complete them. Simpler tasks, on the other hand, take less time. So the agents have to process these quickly in order to be free for the next tasks.

With this subtle twist in the skill concept, resources can be allocated more efficiently. This saves time and money for companies while at the same time providing better services for their customers