If you’re not familiar with how the ArenaCX Marketplace works watch this short video to learn more. Understanding how we use market principles to create a network of contact centers who cooperatively compete against one another to serve customers better and better is critical to understanding how the software increases our marketplace’s effectiveness.

→ To read more about how, with the help of our performance-based routing software, we’re changing the way modern businesses engage with BPOs, check out this blog.

ArenaCX uses performance-based routing logic to award tickets in real time. To learn more about the performance-routing mechanism and why it is different from other routing functionality on the market, check out THIS blog.

Performance-based routing brings a new level of sophistication to the game. Simply put, teams and agents who perform better get a larger share of that type of tickets. With a continuous cycle of performance monitoring on a ticket-by-ticket basis, all partners are incentivized to “up their game”, so your entire network continues to get stronger as this co-opetition strategy drives continued results. 

Better performance = more business = more revenue.

Your customers are happier, you’re happier, your BPOs are happier.

ArenaCX’s triage functionality automatically identifies the type, category, and level of priority of each inbound interaction using Natural Language Processing based on historical cases. With the interaction classified, the powerful routing software then assesses the performance of every team at that type of ticket in real-time and instantly routes it to the team or agent who has the best track-record for handling that type of case.

It does this using weighted metrics you indicate on your scorecard as the most pertinent KPIs to track for your business. I’ll illustrate this concept with an example:

Envision customer support cases entering into your ticketing platform. The ArenaCX smart routing software sits on top of your existing platform and instantly works to evaluate historical performance of ticket-types worked, skill requirements for that ticket (i.e. language, technical skill-level, etc.), agent availability, and cost per ticket of that partner.

After your team evaluates and determines which metrics in your scorecard matter most to your business (i.e. cost, performance, etc.), our system routes the case to the right team or agent who has the needed skill, best track record for the specific type of ticket, and availability to respond to the ticket in a timely manner.

Step 1: Customer support cases enter your ticketing platform.

Step 2: The ArenaCX smart routing software sits on top of your existing platform and instantly works to evaluate historical performance of ticket-types worked, skill requirements for that ticket (i.e. language, technical skill-level, etc.), agent availability, cost per ticket of that partner, among other factors.

Step 3: After evaluating and weighing all of these factors, our system routes the case to the right team or agent who has the needed skill, best track record for the specific type of ticket, and availability to respond to the ticket in a timely manner.

Step 4: The better your partners meet your needs, the more tickets they will be awarded.

This smart, performance-based routing method leads to a virtuous cycle of metric improvements (and cost reduction!) ensuring that you get the most for your money, your customers get the best possible experience, and your BPOs are able to play to their strengths.

Imagine Partner C is exceptional at handling technical tickets in Mandarin while Partner B is pretty good at handling the same type of ticket but offers this service at a significantly less expensive cost.

If your scorecard emphasized cost more heavily than exceptional skill, partner B may receive more tickets than partner C to drive your costs down. It’s all controlled by you and your team and weighted based on the metrics you’ve determined to be most critical to meet the goals of your business.

This smart, performance-based routing method leads to a virtuous cycle of metric improvements (and cost reduction!) ensuring that you get the most for your money, your customers get the best possible experience, and your BPOs are able to play to their strengths.

n addition to enhancing the way tickets are triaged and routed, our software also makes it extremely easy for your team to monitor the performance of your partners in real-time so you can adjust or reward partners accordingly.