Imagine a day where you were facing some problems with your laptop. You call a service center to handle the issue. You want to speak to the service department but your call either gets dropped or transferred to the sales department where you explain your problem and ultimately end up with no answers and more questions. Furthermore, the salesperson tries to upsell and cross-sell their offerings, and augmenting your miseries. Till the time when the salesperson realises your situation you are already tired reiterating your issues.
How would you feel listening to that annoying sound of someone asking you to stay on hold? Obviously, you are pissed off by the time your call lands to the right department.
All of us in some point of our daily lives have to interact with the call centers to get our issues resolved. A great call center experience would be the one that ends with a thank you from the customer’s side, and not with the customer shouting at the agent for not providing an appropriate answer. Organizations need to ensure that their call centers are equipped with best-in-class solution to cater to the ongoing demands of the customers.
If you were equipped with tools like Automatic Call Distributor (ACD), you will be able to resolve the issues as the customer calls you. Routing them to the right queue helps in first call resolution and you do not want anything more than a happy customer turning into your promoter.
In order to ensure that all customers’ calls get connected to the right department, contact centers need a automatic call distributor (ACD), that routes the incoming calls to a specific agent or a department. ACD typically works with Computer Telephony Integration (CTI) systems and Interactive Voice Response (IVR). They are usually ac hit with contact centers that handle a large call volumes.
ACD is one of the most crucial components of a contact center and this blog will help you to get a in-depth understanding of some of its top capabilities:
Skill based routing: Each time customers call to get their issues addressed, they might face difficulty in explaining their case repeatedly to different people in a call center. With the availability of an automatic call distributor it becomes easy for call centers to route the calls to the most appropriate agent who is qualified to meet the criteria of the customer. Skill based routing is done on the basis of pre-defined criteria that the customer opts for at the beginning of the calling session. For example: If the customer wants to speak to the technical department of a telecom company, the call directly gets routed to the technical department and not the sales department. Likewise, if the customer wants to speak about the data plan, the call won’t route to value added services department but will directly land up to agent dealing about the data plans.
Automatic call back: Customers now don’t have to wait on hold for long time fretting over their misery. ACD has the capability to provide an automatic call back. The automated call back feature is extremely helpful for call centers facing high call volumes. Automatic call back enhances the call center’s efficiency by reducing the time each agent spends dialing a number, and by improving connect rates with live customers.
Multiple call queues: With the help of Automatic call distributor, organizations can have multiple waiting queues. There can be different waiting queues for different departments, teams of agents or different numbers that the caller dialed. Agents have the option of addressing the caller with an urgent requirement as compared to the one having a simple inquiry. Contact centers can set up a sequence in advance, so that when the customer dials, they are taken through the set pattern before getting routed to an agent. Contact centers facing huge call volumes are the most benefited with the multiple call queue feature as they can shed their call volume load by creating queues.
Seamless integration with CTI: ACD can seamlessly integrate with a CTI, with which the agents can have detailed information of customers on their screen before making a call. With the help of the available details, agents gain access to granular understanding of segment behavior, needs, expectations, and preferences. This will change the way contact centers do business and will help in creating meaningful conversations with customers.
Multiple locations connectivity: With the help of ACD customer calls can be easily routed to agents sitting at different or remote locations. Thus, all the agents working in different geographies can function as one single team working for the same process. This has provided the managers with an opportunity to make the most out of the resources available by doing away with time zones.
Usage analytics interpretation: Data such as number of incoming and outgoing calls in a day, number of call queues, maximum time spent by an agent on call, hold time of the customer, etc., can be captured with the help of automatic call distributor. These data can be used for preparing reports and analyzing performance, which in turn can be used by managers or supervisors to update their existing coaching strategy. This in turn will help to improve the efficiency of the agents with improved metrics.