Is customer service critical to your company’s success? Is maintaining your customer base happy a crucial long-term goal for your company? If you answered yes to these questions, investing in an automatic call distribution system is the ideal solution for your firm.
We’ve all experienced how hectic it can be to handle consumer calls. Because most call agents are overworked, they are unable to deliver prompt service or adequate responses to customers. This irritates and frustrates your clients, and it may even cause them to seek out other brands that can provide superior support and service.
So, how would automatic call distribution help you streamline your business communication, and will it even assist? Let’s take a closer look at what automatic call distribution is and how it can affect our call center communication procedures.
What is Automatic Call Distribution (ACD)?
The Automatic Call Distributor (ACD) is a telecommunications system that, based on distribution criteria, answers calls and routes them to particular departments or agents inside an inbound call center.
How to use Automatic Call Distribution?
The backbone of call center software, the Automatic Call Distribution solution sends calls to different employees depending on expertise and call priority. The redirection isn’t random, even though it’s automatic. The system follows a predetermined path that allows it to prioritize calls based on business needs. The majority of skill-based routing guarantees that the customer is routed to the appropriate department.
For inbound contact centers, ACD is a must-have solution. When there is a significant volume of incoming calls, segmenting them and manually assigning agents becomes difficult. When agents are free from their prior calls, ACD in Cloud contact centers guarantees that all calls are diverted.
Features of Automatic Call Distribution
- Automatic Call Distribution not only allows for call routing but also for a few other functions. All of these features ensure a smooth and efficient customer service system. These are some of the functions:
- Skill-based routing directs consumers to the appropriate agent or department depending on the customer’s past preferences. Calls are routed to the agents who are allocated to specific abilities or campaigns. The abilities can be language-specific, process-specific, or a combination of both.
- Another feature is the call-back option, which is offered to customers who have been waiting in line for a long time. If the customer selects this option, the consumer will be able to exit the call and receive a call from the agent later.
- Estimated wait times assist the caller in understanding average wait times so that he or she can wait patiently, request a callback, or call back later. The length of the queue, average handling time, and agent availability all factor towards the projected wait time.
- It’s also feasible to assign customer priority depending on past customer information in your CRM. This guarantees that consumers who show loyalty or are classified as VIP customers receive special attention from your agents.
- The call is routed to agents in multiple locations, even if they are working from home, thanks to cloud-based ACD in contact centers.
- 3-way Conversation conferencing allows the agent to bring in a senior agent or advisor to the call and transfer the call to another agent smoothly.
- It’s also feasible to use call barging and call whispering to train agents while they’re on the phone.
Top 7 Benefits of Automatic Call Distribution to Increase Productivity
1. Simple and Smooth Call Routing
ACD improves the agents’ efficiency and output. Calls are routed to the most appropriate agent based on pre-defined algorithms, decreasing call transfer time. It records the caller’s information, such as phone number and area code, then routes the call based on IVR system setups and agent availability.
2. Prompt Response
By routing incoming calls to the best available agent, ACD provides for a faster response time. It improves call response time and customer satisfaction by enhancing call response time and call handling time. Callers can choose to call back instead of waiting in line during periods of high call volume. High-value or VIP callers are immediately forwarded to the assigned contact center agents.
3. Efficient Work Ecosystem
Integration with CRM and access to the past information update allow agents to have a more intelligent dialogue with customers by properly knowing their demands. On a single, easy-to-update interface, the entire team can see all of the customer’s previous communications and history. This allows for phone conferencing and transfers to multiple departments while keeping the customer’s information on hand. This increases the team’s efficiency and effectiveness.
4. Enhance Agent’s Productivity
Call center agents will be able to manage calls for which they have been educated with the help of an ACD. They have the necessary skills and subject knowledge to deal with a customer. This will improve their productivity while also increasing their confidence in dealing with calls. They also have access to the caller’s information before they answer the phone, allowing them to have a more meaningful conversation that leads to client pleasure and loyalty.
5. Lower Call Center Operating Costs
Responding quickly to a call by transferring it to the most relevant agent will almost certainly increase the chances of a first-call resolution, and the client will be able to fix his or her issue without having to go through many agents or departments. This will lower the time it takes to answer a call and, as a result, the call center’s cost-per-call.
6. Optimized Usage of Resources
Instead of engaging in tasks that are outside their scope, agents can use their skills to solve the concerns of a caller thanks to efficient call routing. ACD collects utilization statistics for reporting reasons, such as the total number of calls, time spent on each call, and waiting time. Managers will be able to examine KPIs and optimize as a result of this.
7. A Higher Level Of Customer Satisfaction
The client’s need nowadays is for the caller to be routed to an agent who is most qualified to handle his query. They despise it when their call is forwarded to a large number of agents, none of whom have the answer to their problem. As a result, an ACD greatly improves customer satisfaction. The option of receiving a callback from an agent alleviates the discomfort of waiting in line.
AI-powered Automatic Call Distribution – The Future of Cloud Contact Centers
AI will have a role in ACD routing in the future. Customer data will be used to supplement ACD routing decisions in order to ascertain journey intent. Routing methods will also take into account prior interactions, voice tone, and customer input, making them more dynamic than rule-based ACD.
Wrapping it up:
In today’s competitive corporate environment, customer experience is critical. If your consumers are dissatisfied with the service they receive, they will not hesitate to write critical reviews, post on social media, or spread negative information about your company. Companies must be flexible in order to provide timely and responsive support to their customers. Automatic call distribution technologies can connect calls quickly and successfully resolve customer issues, resulting in a pleasant experience that will keep customers coming back! To get more insight over it and how you can set up such a solution with LeadsRain’s Cloud-based Predictive Dialer, connect with our experts at support@leadsrain.com or Schedule a Demo now!