Revealing the Top Characteristics of Automatic Call Distributor Technique

Think about the time when you were struggling with a serious PC trouble. You made a call to computer service centre to tackle the issue. You want to connect with service department but what you have found is that either your call is dropped or transfer to sales department where you explained your problem and get no answers. Till the time when a person on the other side figure out your problem you are already fed up with explaining your issues again and again.

Nothing is more frustrating than listening to that annoying sound of an agent asking you to stay on hold. Well, you get completely pissed off by the time your call transferred to the right department. In our daily life, we all required to interact with the call centres to get our problem resolved. A great call centre experience would be the one that ends with a thank you note from customer’s end. Contact centre companies must have well-equipped infrastructure to cater to the growing demands of consumers.        

In order to ensure that all customers get connected to the right department with the right professional, contact centre needs automatic call distributor (ACD). With the help of this technology, both domestic and reliable international call centre enables to route incoming calls to the right department. Automatic Call distributor works with Computer Telephony Integration (CTI) systems. In addition to this, it works with interactive voice response (IVR).  ACD is one of the most important components that boost the productivity of a contact centre.

In this blog, you can see the top characteristics of ACD, which help in improving your call centre performance.

Skill based routing: It becomes very tricky to explain your problem scenario repeatedly to different person in a call centre. But, now this problem can be easily surpassed with the help of ACD as it routes the incoming calls to the most appropriate agents who is qualified to address the customer problem. Skills based routing make use of pre-defined pattern that the customer prefer in the beginning of calling session. For instance: if a customer want to speak account department, the call directly gets routed to the account department not in technical department.

Automatic call back: With this technique, customers now don’t wait too long to overcome their issues. ACD have the capability to arrange an automatic call back. This feature is extremely helpful for those call centres that are facing high call volumes. Automatic call back perk up the call centre efficiency by slashing down the time that each agent spends dialing a number, and by improving connect rates with real time customers.  

Flawless integration with CTI: ACD can work fine with a CTI, through which the agents can have detailed information about a customer on their screen before making a call. To put simply, call centre agents gain access to the in-depth understanding of segment behavior, needs, expectations, and preferences. This will transform the way contact centre do business. Interestingly, it helps in creating meaningful interactions with customers.   

Multiple locations connectivity: With the help of ACD, inbound calls can be easily routed to the professional agents sitting at different geographic locations. As a result, all the agents sitting at different locations can function as one standalone team working for the same process. This has provided the call centre manager with an opportunity to make most of the resources available working in different time zones.    

These are the important characteristics of integrating automatic call distributor in your call centre infrastructure. Moreover, this will improve the call centre services and enable your business to gain more profits.