Skills based routing

[Trying]

Hi

In our country we have several national languages. It will be a great feature to be able to route calls to different agents according to the languages that they speak. So we know beforehand what the language is of the clients that we phone and only the leads that matches the agent's language are routed to him/her. I am sure this is not the optimal solution for predictive dialing, but can it work with the other dialing methods?

Thanks!

[mflorell]

For outbound, there is no way to do this in VICIDIAL, or most other predictive dialers. It is simply too complex to try dialing predictively with any degree of accuracy with those extra variables thrown in.

What country are you in?

How many languages?

[Trying]

I am in South Africa. I think we have something like 11 official languages

[mflorell]

Wow, that sounds confusing

As for inbound, skills-based routing is not as difficult, just create a different in-group for each language.

There may be a hack solution for the outbound side, but it would take some creative AGI scripting and it most likely will not calculate language into the predictive algorithm.

[Trying]

Yes, I am thinking of doing something like that for manual dialing........ otherwise will the easiest solution be to create closer groups based on language and then the agent simply transfer the call to a closer agent who is "more" proficient in that language?

[mflorell]

The fronter/closer method sounds like a good solution for what you want to do.

Let us know what you end up doing and how it works out for you.

[rajiv_kuin]

I guess it may be possible in some way, all you are looking for here is that Vicidial dials the customer and the call is transferred first to the IVR menu that ask the customer to dial 1,2, whatever to choose his language and only then its transferred to the available agent...

Well might not be that hard for matt... i guess its a good option for B2C calling, where you have a large callcenter and you can cater to a customer for more than one service, like the ivr asks if you would like to have help on debt dial 1, if you want credit card dial 2... and then the call is transferred to the desired group of agents... how the pop up would come... i have no idea

what you guys think....

[chrism]

Hi Matt,

As a follow up to this post, is there a feature where you can have 20 agents. Some are sales people, some are technical. However, sales guys can answer technical questions, but obviously are not as good as the technicians. I've seen in other call center software where you can actually rank the skill level of someone and if a user presses '1' for technical support, it will route the call to the person with the highest skill level for technical support.

Chris

[mflorell]

Yes, we have several clients doing this through the use of in-groups. You can also rank agents by their skill level for each in-group so that calls can be routed based upon thos ranks.

[chrism]

I'll have to give that a try. thanks!