An Automatic Call Distributor or ACD is a device that is used to distribute the calls coming into a contact center to a group of agents with specific skills. The distribution is based on the telephone number of the customer, the customer’s selection, the time or the chosen incoming line. Nowadays, an ACD is a part of CTI (Computer Telephony Integration) system.
Based on a set of instructions, the ACD system adopts a rule-based routing strategy to handle inbound calls and direct it appropriately. The basic rule is to get a customer to an agent as soon as possible. However, most of the contact centers nowadays add multiple variables for the convenience of customers. For instance, to get a high-priority customer/call to a specific agent in no time. Continue reading “Interflow, Intraflow, and Overflow in ACD Routing”
E-commerce industry is the one where delivery of exceptional customer service matters the most. Adapting the best practices of customer service management to create everlasting customer experiences is something that every e-commerce company is looking to achieve. Â In this ever more customer-centric marketplace, losing sight of the customer can make the business irrelevant thus asking the e-commerce organizations to be more dynamic and customer oriented. Continue reading “How Great Customer Service can Elevate Business in E-commerce [Infographic]”
Do you know what it takes to make it in the stressful and challenging world of entrepreneurship?
Starting a business of your own means a lot of courage and hard work – long hours of work, huge sacrifices and ability to deal with new problems and challenges every day. If you don’t have the fettle to pull through these things, your business can be destroyed faster than it’s created.
Jargons are special words or terms, which are used in a set context. It is well understood by those who fit into the context and can be confusing to those who do not. In a social conversation, excessive use of jargons makes the user come across as ignorant (if it is used incorrectly or out of context), or arrogant (if it is used excessively). However, it is natural to use them almost every day in call centers, mainly because the primary job deals with a number of technical and IT-related tasks which necessitate the use of these terms. Continue reading “Turret – One of the Most Baffling Jargons Used In Call Centers”
It is a well known fact that one of the most important metrics or parameters based on which performance of a call center and its workforce is decided is – the average handling time of a call.
Now, an average handling time of a call center can be defined as follows:
Average handling Time (AHT) = (Total talk time+ Total hold time + Total time spent in wrapping up calls)/(the number of calls received). The hold time also includes the time spent by a caller in the call queue.
In today’s fiercely competitive customer service business, cost and resilience are two factors that stand out as the ones that decide the fate of a contact center. After the worst financial recession of the 21st century shook the world, a number of contact centers moved to the cloud on a pilot basis to reduce costs. They soon realized that there were many benefits contact centers could enjoy in the cloud over and above lower running costs that could make them more competitive and adaptive. Continue reading “3 Best Practices while Moving your Business to the Cloud”
Phone rings (Tring tring, tring tring, tring tring…) A voice: Hello! Welcome to abc company. We are happy to help you! To speak to an agent press 1, to know the status of your query press 2, to lodge a complaint press 3, to return to the main menu press * Customer (Presses 1) and waits patiently for an agent to answer, meanwhile the music keeps playing and in between there is a promotional message about a product or a service. We all have had similar experience. The reason could have been different for all of us, but we have been on the other side of that telephone call. You dial a number, a computerised voice greets you and gives you a whole list of options to pick from and do accordingly. Continue reading “Your Guide to Interactive Voice Response (IVR) 101”
It is true that the average turnover rate in call centers is higher as compared to other industries, given the nature of the work. If you are a contact center manager, you must be dealing with this serious issue. You spend your precious time in recruiting and training an agent and just about the time when he is starting to show skills and knowledge, he quits. Then you begin the process of hiring and training all over again to fill the gap which undoubtedly is a costly and time-consuming affair. Continue reading “The Real Cost of Contact Center Agent Turnover”
With a plethora of point of contacts available to the typical customer in reaching out to various businesses, it is becoming increasingly arduous for the latter to handle the diversity effectively. There are several ways in which a customer can contact you, such as web chats, calls, and so on to address their concerns. In order to manage these varieties of contact channels, a new technology termed as universal queue system has been developed, which aims at considerably enhancing the user experience. Continue reading “The Blended Universal Queue System in a Contact Center”
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