Skills based Routing is the most effective way of identifying an appropriate representative within a contact center to handle every available prospect or call. This is achieved by carefully matching the consumer/prospect requirements with the knowledge base of the available representatives. This process leads to better understanding of the customer requirements, establish trust, improve sales and enhance customer satisfaction.
Hot-lead generation mechanisms would warrant a quick and effective method for contacting the prospect. Web generated leads loose effectiveness if the prospect is not contacted immediately. Web forms supply effective intelligence to identify the skills required for handling each prospect. After initiating customer contact, the lead intelligence should result in the call being routed to the most suitable agent available at the time.
Asterisk based call centers can use Q-Suite, a call center software with advanced Web API interfaces to insert web leads for distribution based on Skills based Routing and Queue Prioritization. The Web API within Q-Suite allows the handling of all non-voice customer conversations like E-Mail and Chat by the ACD, integrated into its Skills based Routing. The advanced ACD management and routing within Q-Suite will enable the most skilled agent to handle every contact, there by enhancing productivity.