Innovation: Skills Based Routing connects callers to people with answers | Atmos Energy
Innovation: Skills Based Routing connects callers to people with answers

Innovation: Skills Based Routing connects callers to people with answers

Customer Service
September 9, 2019

Skills Based Routing (SBR), a new customer contact platform at the Amarillo and Waco Customer Support Centers, predicts a caller’s intent and routes the call to the customer support associate (CSA) most proficient with that person’s need. Calls can range from pre-disconnect of natural gas service (where the individual can pay the bill or make payment arrangements) to actual disconnects, a billing inquiry, payment only or even a repeat caller. Predicted intent of the customer is based on key items of the customer’s account, says Workforce Management Manager Angela Tucker. “Among other things, we are able to determine if the individual has been disconnected for non-pay, if their previous month’s bill was estimated or if a payment is due in the near future. We use this information to predict the most likely reason the customer is calling. They are routed to the CSA best suited for the call.” “Customers can also select certain prompts within the interactive voice response system when they are calling about emergencies or starting, stopping or transferring service,” added Workforce Management Analyst Melissa Hutyra. “When a specific prompt is selected, the customer is guided down one of those paths.” “The new system ensures that our customers are handled with the agent who has the best experience possible,” added Operations Manager Vidal Acevedo. “This is a great example of our commitment to exceptional customer service.”