Because you can match caller needs to an agent who has the appropriate skills to handle the call, your call center can achieve the following:
Maximum profitability.
Greater customer satisfaction because the caller reaches, on the first call, an agent with the necessary skills to handle the call.
Greater responsiveness to customer needs because you can base call distribution on either skill level or greatest need.
Improved agent performance and satisfaction because agents have the required skills.
Improved agent performance because supervisors have the option to have agents handle calls based on either skill level or greatest need. For agents, it offers an opportunity to learn new skills.
Ability to track the number of calls that are handled by particular skills from the VDN perspective. You can see whether vectors are performing as expected.
