Intelligent Call Routing Increases Contact Center Efficiency
Making sure your callers get to the right agent quickly saves time for everyone and improves customer satisfaction. With West Cloud Contact Pro you can assign skills to each agent based on criteria such as language fluency, product knowledge, or even across campaigns.
Skills-based routing ensures callers are greeted by the most qualified agent for the call, in the shortest possible time, no matter where in the world your agents reside.
Increase First Call Closure and Maximize Agent Talent Allocation
By connecting contact center callers to the most appropriate member of your team, you drive down average handling times (AHT), increase first call closure rates, and boost the number of overall transactions completed – all within the same resource pool.
Within our cloud based contact center system, you can assign and update agent skills in real-time, setting up to 100 priorities per skill/per agent. Each agent can service up to a 100 different skills with up to 100 different priorities between them at the same time.
Enhance Team Performance and Retention through Coaching and Rewards
With intelligent, skills-based routing, you can provide a career path for your team members while decreasing staff churn as well as recruitment and retraining costs. Using our Skills Matrix, you can view individual agent experience levels and tailor training programs to help nurture your team.
Take things a step further and tie performance incentives to improvements in agent skillsets and watch your team’s knowledge and satisfaction grow.