Insights Into Skill Based Routing

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  • Topic: Automatic call distributor, Interactive voice response, Computer telephony integration
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  • Published : April 9, 2013
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Insights into Skill Based Routing
Jignesh Chaudhari1,Yuvrajsinh Tank1, Sanjay Oza2 , Hardik Joshi1 1. Department of Computer Science, Rollwala Computer Centre, Gujarat University, Ahmedabad-380009 2. Elitecore Technologies Pvt. Ltd, Ahmedabad-380006

Email:jignesh.chaudhari86@gmail.com

Abstract- This survey paper will give insights on skill based routing, its basic components and of SBR in call centre environment. We have also discussed some of the proposed refinements in SBR to improve workforce management and call handling efficiency of Call Centre. Keywords: Skill based Routing, Queuing, Call Overflow, Multi-skill call centre, Automatic Call Distributor (ACD), Interactive Voice Response implementation(IVR), Resource pooling, Call blending. 1. INTRODUCTION

1.1 What is Call Centre?
As per Sandjai Bhulai [1], a Call Centre is collection of resources providing a telephone interface between service provider and customer. The resource consists of agents and information and communication technology (ICT) equipment. There are two types of Call Centre:

1) Outbound: Agents initiates the call to customer, offering some kind of service. 2) Inbound: Customers initiates the call to Call Centre, asking some kind of service. [2] Outbound Call-centres are easy to manage because call flow is under control and incoming requirements are also predictable. While in Inbound Call Centres, input data cannot be anticipated which leads to complexity in workforce management. All Call centres have some common attributes, like queuing of calls before processing. [2] 1.2 Multi-skill Call Centre:

Inbound Call Centres have to deal with several types of call. Each incoming call requires an agent with specific skill. This leads to necessity of having agents with different skill (i.e. Multi-skilled) [1]

It is impractical and unprofitable to have agents, capable of handling all type of calls. Usually agents tend to have different types of skill in different combination. It is quite costly to cross-train all agents for all skills.[3]

Thus, the calls have different requirements and the agents have different skills. To deal with this situation Automatic call distributor (ACD) is used. ACD assigns calls to appropriate agents according to the routing algorithm (i.e. skill based routing). Automatic Call Distributor (ACD) is used to control call flow which is accompanied by Interactive Voice Response (IVR) system that uses a number of recorded messages to identify the incoming requirement service. After identifying requirement, ACD only needs to direct call to one of the appropriate agents. 2. AUTOMATIC CALL DISTRIBUTOR [4]:

ACD is a system that automatically distributes incoming telephone calls to specific agent groups based on the characteristics of the call. These characteristics can include an incoming phone number or options selected by a caller using an Interactive Voice Response (IVR) system. ACD involves management and control of incoming calls. Calls are served in the approximate order of their arrival and are routed to agents as positions become available for handling calls. Figure 1 on next page shows a sample automatic call distribution (ACD) system that uses an interactive voice response (IVR) system to determine call routing. Following steps are involved in call routing process.

* When an incoming call is initially received, the ACD system coordinates with the IVR system to determine the customer's selection.

Figure 1.Basic ACD system.
* The ACD system then looks into the databases to retrieve the customers' account or other relevant information and transfer the call through the PBX to a qualified agent. * ACD system may also transfer customer or product related information to agents. 3. SKILL BASED ROUTING (SBR)

In Skill Based Routing, we utilize some logic and intelligence to route particular types of calls to agents who are more qualified to handle them [5]. SBR facilitates smooth operation in multi-skill Call...
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