SLA Routing
The ability to route calls dynamically based on real time service level conditions.
Why SLA Routing?
SLA, Service Level Agreement Routing, is typically leveraged in contact centers that have strong requirements that could be associated with penalties or other negative consequences. SLA Routing will prevent the violation of any compliance or contractual support requirements.
How do we implement SLA Routing?
Workflow Concepts will work with your Contact Center managers to ensure that your center is properly engineered to maintain SLA. We accomplish this by leveraging key features like look ahead routing and overflow conditional routing to escalation groups in an effective manner.
What SLA Routing can do for my Contact Center?
Money Savings
Time Savings
Effort Savings