Contact Center Skill Level Derogation for Agent Training
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Solution Overview
Problem
Existing call routing algorithms in contact centers often favor higher-skilled agents, leading to fewer opportunities for lower-skilled agents, which can result in agent attrition, poor morale, and increased costs due to the need for frequent hiring and training.
Innovation Solution
The Skill Level Derogation (SKILD) feature dynamically modifies the skill levels of agents by temporarily reducing the skill levels of higher-skilled agents, allowing lower-skilled agents to handle more calls and receive more opportunities for training and sales, thereby promoting equitable distribution of calls.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Reliability
If calls are routed to agents based on skill level with higher skill level agents receiving more calls, then service quality is improved, but lower skill level agents receive fewer calls and have fewer opportunities to improve
Solution Approach 1:
The system dynamically adjusts agent skill levels based on call volume conditions. When call volume exceeds a threshold, the system temporarily elevates the skill level of lower-skilled agents to allow them to handle more calls, then restores their original skill levels afterward. This dynamic adjustment resolves the contradiction by making the routing criteria flexible rather than static.
Solution Approach 2:
The system changes the skill level parameter of agents temporarily to alter call distribution. By modifying the skill level parameter from its original value to an elevated value during high call volumes, the system enables lower-skilled agents to receive more calls without permanently compromising service quality when call volumes are normal.
2Reliability
If lower skill level agents receive fewer calls, then service quality is maintained, but agent morale deteriorates and attrition increases
Solution Approach 1:
The system implements periodic skill level adjustments where lower-skilled agents temporarily receive elevated skill levels during specific periods (when call volume is high). This periodic elevation provides them with periodic opportunities to handle calls and improve, maintaining morale without permanently compromising service quality.
Solution Approach 2:
The system takes preliminary action to prevent morale deterioration by proactively elevating skill levels of lower-skilled agents during high call volumes. This prevents the harmful effect of complete call exclusion before it occurs, ensuring agents always have some opportunity to handle calls and maintain engagement.
3Productivity
If high skill level agents receive more calls, then productivity of individual agents is improved, but equitable distribution of opportunities among agents is reduced
Solution Approach 1:
The system creates a temporary copy of the high skill level attribute and applies it to lower-skilled agents during high call volumes. This allows lower-skilled agents to temporarily possess the same routing eligibility as high-skilled agents, ensuring equitable distribution of call opportunities without permanently altering the skill structure.
Data Source
AI summary
A call handler in a contact center is configured to temporarily derogate the skill level of one or more agents in a group having a common skill. During the time period of derogation, incoming calls will be routed to agents with the highest skill level, such that the normally lower skill level agents will be selected to receive calls. If there are more than one agent meeting this criteria, then the agent that has been waiting the longest to receive a call is selected. This allows the lower skill level agents to gain experience in handling calls and improving their call handling capabilities. After a set threshold, the derogation of the agents is terminated, and their skill level is restored to the pre-derogation level. In this manner the lower skill level agents are given limited opportunities for improvement by handling calls.