Competency Based Call Routing

[dphillips]

Looking for a call routing solution (hardware or software) to utilize a table that includes sales agent conversion rates to route incoming calls. Example - Agent with near goal conversion rate or higher than goal would recieve that program's next call. Agent with low conversion rate on program would not receive call except at low priority. it would be a too to interface with a data collection too to feed real time information. Can this possibly exist? Any info or suggested direction to look would be helpful. Thanks !

[brettz]

If you looking to provide is Skill type routing based upon your own determined criteria then I can help you. Our solutions allow your agents to recieve calls on their cost to the organization, skill sets, proficiencies, and much more. SO setting up something like your requesting is very common with our solution. If you would like to discuss this further you can email brettz@adapt-tele.com or call at 773-634-2024.

Sincerely,

Brett
Adapt

[bmatheson]

My organization specializes in CTI initiatives and point solutions for call center and customer service environments. This sounds like skills based routing funtion with perhaps some custom application integration. I would be more than happy to discuss these initiatives with you and see if our solutions would benefit your organization in any way. Please feel free to contact me via email at bmatheson@concerto.com or call me directly at 978-952-0476. I look forward to your response

Brent Matheson
Concerto Software