With technological advancements and the improvement of web facilities, call centers are moving towards a more modernized way of functioning. But wouldn’t it be weird if the contact centers never changed the old manual ways of doing every task rather than transitioning towards automation?
Thanks to ACD, call centers have become globalized and decentralized. In addition, features like call routing and CTI ensure that the calling agent only focuses on the main task: solving customer queries.
So, how does this new system work? And what are the advantages it promises? Keep reading to find out.
What is a Call Center ACD?
The call center ACD or automatic call distribution is a system that many call centers use to receive incoming calls automatically and transfer them to the best-skilled agent without manual labor. This helps streamline the call centers and ensures that customers receive the best service.
Top 7 Advantages of Setting up Call Center ACD Properly
Call center ACD is a great facility that helps contact centers to decrease churn rates and provide satisfactory services to their clients. So if you’re looking for the benefits that a well-set ACD offers a call center, here’s your answer.
One of the top features of an automatic call distribution system is the ability to calculate the estimated wait time for clients. If your customer calls regarding a query, the ACD will automatically calculate their wait time before an agent picks up the call.
As a result, the customer is aware of the exact hold period. They can then choose to wait patiently, put the call on mute or end it and call later, depending on their time and commitments. This will prevent undue delays and wastage of anyone’s time.
Skilled-based call routing is another great perk that the ACD system offers. Every call the call center receives will be directed to an agent best fit for the task.
The system uses pre-determined data and criteria to route the call to an agent who can best solve the customer’s query. This increases customer satisfaction and is excellent for the contact center in the long run.
The automatic call distribution system is location-independent. As a result, the system will route calls to agents even if they work from home or are not physically available in the office. The workflow is stabilized, and the agents gain flexibility with home-working or work-from-office policies.
When the calling agent is stress-free and works happily from their desired location, their service quality improves. As a result, there is tremendous growth in the call center, and the customer retention rate goes up when the agents correctly solve their queries.
For every business, loyal customers are the more important ones. Companies are looking for new clients but also working hard to retain the old ones.
Similarly, the automated call distribution (ACD) software prioritizes old VIP customers to serve them before the rest. If an agent is unavailable, their calls are transferred to the top in the waiting queues. This ensures that the VIP customers are offered the best service quickly.
As the name suggests, the call-back feature refers to when a call center agent returns the call to a customer who has waited in a virtual queue. This avoids the risk of customers hanging up from a long conventional queue.
The ACD system allows the contact center to call back those clients. This ensures that the customer query is addressed at an appropriate time.
Computer telephony integration (CTI) allows the agent to view the caller’s data, like call history and other essential details. This allows for a better, more personalized conversation between the agent and the caller.
Call center managers and seasoned agents have the facility to monitor the calls of new agents and workers. They can also do ‘call barging’ or ‘call whispering’ to ensure that the agent is well-equipped with the knowledge to solve the customer’s issue.
This also helps managers to train new employees or barge in calls that are unsatisfactory for the customer and try to address their problem.
Lastly, call conferring is another tremendous advantage of automated call distribution (ACD) software. This facility allows the agent to add another agent to the call. It also helps to smooth the call from one worker to another based on needs and knowledge.
Conclusion
Now that you know the essential benefits of ACD, it’s high time you think about setting one up for your call center. The best part? It will ensure that your calls get maximum benefits in a minimum time. It can’t get any better.
