Atlanta, GA (PRWEB) February 19, 2013
Contact Centers traditionally rely on metrics like average handle time, abandonment, and first call resolution to determine call center efficiency. Most contact centers have already moved from queue based routing to skills based routing. Today NexxPhase (Contact Center technology subsidiary of NexxLinx) announces Outcome-Based routing; bringing technology in alignment by having the best-skilled agent handling the most important transaction. Outcome Based Routing improves the overall customer experience through an increase in capability and insures a more efficient organization.
Outcome Based Routing matches the best available agent for the type of customer request and call type (calls, email, chat, web transactions, etc.) being delivered. Each agent is graded on a combination of KPI's, experience, and results. This allows those agents with a 'hot hand' or high skill level to receive customer interaction opportunities before lower skilled agents.
Craig Mento, CEO of NexxLinx said, "Our first large-scale use of this is in a media company. Results have shown a 33% improvement in agent effectiveness overall. This is a core capability of the NexxPhase platform that has proven to be beneficial for us."
Widespread implementation of Outcome Based Routing will raise the effectiveness of your entire center.