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Expert Answers to Biz Questions
Listen in! Pick up some expert advice to a reader's question that we selected from CyberSchmooz.
3 Advantages of Using an ACD
An automatic call distributor, or ACD, is a phone system used to route inbound calls to a call center agent based on their skill and availability. This automatic call distributor system can prove to be very useful to call centers, as it can streamline customer service and the overall effectiveness of the company. For those familiar with an IVR, or interactive voice response, it is not the same as an ACD. An IVR is able to gather information from customers using an automated voice, a key trigger, and instant information retrieval. With an IVR, information is received with an actual operator, whereas an ACD connects callers with a live agent.
ACDs work by using a specific method configured by the call center, which is based on several factors such as the time of day, call traffic, origin of phone number, and the skills needed to solve the inquiry. Leading call center experts noted that two of the biggest problems call centers faced in 2018 were IT problems and the need of new technology. With this in mind, here are three advantages that will make ACDs a must for all call centers.
Smart call routing
Smart call routing allows calls to be distributed based on factors that the call center sets itself. The ACIS, or automatic customer/caller information system, is what powers the smart call routing. This system could allow for a better snapshot of your callers based on how often they call and what skills need to be utilized to service the call. Smart call routing could lead to an increase in conversions, customer satisfaction, and overall efficiency.
This feature can help you create caller profiles by using calling line identity and IVR. Other demographics that can be tracked with this smart technology include account history, language preferences, and interaction history.
Automatic callback
According to research, 95 percent of Americans are so impatient, they willingly eat hot food knowing it will burn their mouths. With this in mind, it can be safe to say that most people would not appreciate being on hold for too long, especially during times when there is high call volume. Automatic call back saves a customer’s place in a queue and allows an operator to call them back when they become available. Many progressive companies have adopted this feature. Agents can be notified on their computers when a customer has requested to be called back, which will give them the ability to get back to that customer as soon as they are available.
Call monitoring
This feature is beneficial for supervisors, operators, and callers alike, and is commonly used in most call center settings to help in scoring calls. Call monitoring is typically used by supervisors to monitor calls for quality and service. Listening to these calls can be crucial to figuring out the strengths and weaknesses of individual operators, which can help improve productivity and, most importantly, the customer experience. There are two ways calls can be monitored. One is for the supervisor to listen to recordings of the call, which is very common. Calls can also be live monitored. Supervisors can be muted while listening to calls as they occur, in real time.
Getting customer feedback — whether positive or negative — can help companies reach their goals and new heights. It can also help companies create environments conducive to learning and progression.
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