What IsAttribute-Based Routing?
Attribute-based routing is a technique for routing telecommunications traffic based on the attributes of the traffic rather than on traditional destination-based routing.
With attribute-based routing, traffic can be routed according to criteria such as the type of service being requested, the time of day, the location of the user, or the user's identity. This allows for a more flexible and efficient telecommunications network.
How Attribute-Based Routing in Contact Centers Works
Attribute-based routing in contact centers is a type of routing that is based on specific characteristics of a customer, such as their location, time of day, or type of inquiry. This type of routing can be used to improve customer service by matching them with the best possible agent for their needs.
Matching the customer with the right type of agent can help improve the overall customer experience. This type of routing can also be used to route calls to different locations, such as a call center in a different time zone or an agent who speaks a different language.
You can set up attribute-based routing manually or automate using a software system. Automated systems can be more accurate and can route calls more quickly, but they may require more upfront investment.
When to Use Attribute-Based Routing
There are a few different scenarios when attribute-based routing in call centers can be used. The following are the most common cases.
1. When Callers Need to be Transferred to a Different Department or Agent Type
By routing calls based on caller attributes, call centers can ensure that calls are transferred to the most appropriate department or agent type. This can help reduce transfer rates and improve customer satisfaction.
2. When They are Calling from Different Geographical Locations
Call centers can guarantee that calls from different geographic locations are routed to the best-suited agent. This might shorten wait times and increase client satisfaction.
3. When Calls Need to be Routed to Agents With Specific Skill Sets
Contact centers can make sure that calls are directed to agents with the most suitable skill set by routing calls based on caller attributes. By doing this, callback rates and first-call resolution rates can see an increase.