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Definition:   skills based routing (SBR), or Skills-based call routing, is a call assignment strategy used in call centers to assign incoming calls to the most suitable agent, rather than simply choosing the next available agent.

It is an enhancement to the Automatic Call Distributor (acd) systems found in most call centers. The need for skills based routing has arisen as call centers have become larger and dealt with a wider variety of call types.

With skills based routing, the skills needed for a particular call are often assessed by the telephone number dialed, the calling number or caller's identity, as well as choices made in any associated IVR system.

Given this assessment, a skills based routing system then attempts to match the call to a suitably trained agent.

Powered Marketing and skills based routing:   Powered Marketing knows skills based routing (SBR), or skills-based call routing technology improves customer service, shortens call handling time, makes training shorter and easier, thus increases agent utilization, productivity and, hence, revenue.

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Netcaller API provides web-integrated communication tools that enable businesses to better acquire and retain customers and improve operational processes. Netcaller's versatile API empowers developers to create new solutions to trigger a regular telephone call, broadcast, conference, complex survey or blended call flow from virtually any internet application. Create an entire hosted call center or hosted application from a simple, but powerful telco API toolbox.   Netcaller API - Unique beyond measure!

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