Connect The Right Agents With The Right Calls
When someone calls in about the golf promotion, don't you want them to talk with an agent who is knowledgeable about the golf promotion? When you can automatically connect a call to the person who is skilled on that particular subject, your conversion rates will increase and you will...
Increase Your Revenue
Found mostly in high-end ACD (Automatic Call Distributor) systems, Skills Based Routing is an optional NAVIS Narrowcast feature that enables your resort to assign multiple skills to each of your agents. After configuring your inbound toll-free numbers for each skillset (golf, spa, location, etc.) the call is automatically routed ONLY to those agents configured for that particular skillset.
Match Campaign Calls and Skillsets
So...someone calling in for the spa promotion will only go to the queue for agents identified as having the spa skillset. A call from your high-end property promotion will only go to someone with that skillset. If all agents with that particular skill are unavailable, the call can be setup to automatically go to a specific destination number, voice mail, or our NAVIS RezForce vacation planners.
Match Call Types and Skillsets
What happens if someone calls in on your general toll-free line - not about a specific marketing campaign? They will automatically route to your pre-configured menu filter where the call is sorted by type, such as:
- New Reservation
- Existing Reservation
- Group Reservation
This enables your resort to assign agents to the particular skill that best suits their abilities. You might have your best agents take the New Reservation calls and have Existing Reservation and Group Reservation calls go to your new agents that are still being trained.
Detailed Reports
Skills Based Routing provides a level of granularity about your resort like never before. You can monitor the specific conversion rate on each of your skillsets. This will help you to optimize your staffing for maximum revenue.
NAVIS Narrowcast Skills Based Routing is a sophisticated add-on feature that will give your resort a very powerful tool for improving guest satifaction, increasing conversions and driving more revenue.
