ACD as an Avant-Garde Technology System in Call Centers
Computer telephony technologies are continually evolving, and PBX (Private Branch Exchange) is as old as the emergence of first business phones. The prime function of PBX is to connect business services to the outside world. PBX is an electronic switch that accepts, holds and forwards calls. Through time, more features including call conferencing and reporting were added to these switches but handling large call volumes, and linking callers to the right departments remains a challenge.
With the advent of the ACD phone system, an advanced automated phone switch, call centers can now intelligently handle calls. With the use of organization’s predefined algorithms, ACDs develop routing techniques that helps in intelligently accepting and routing calls. We’re going to look at how the automatic call distribution system has revolutionized call handling and management.
Real-Time Monitoring & Supervision
This electronic and automated telephony system enables managers to coach and train call center reps thus allowing for easier, affordable and faster onboarding. Monitoring tasks performed by agents can bolster their performance leading to higher ROI. The ACD phone system also delivers call reports which enable the management to make sound decisions when developing customer-centric strategies
Automated Callbacks & Auto-attendants
Handling customers’ pain points is one of the primary roles of ACDs. Automatic call distribution offers callers an option to leave callback message so that when agents are not engaged, they can get in touch with them. For that matter, it allows prospects to dial automatically to an extension they want without passing through other agents.
Manageable Call Queues
ACD call queues are managed efficiently as the system assorts them regarding departments, specific agents or numbers dialed and other company’s predefined algorithms. When calls are categorized this way, they streamline the communication process across inbound/outbound channels.
Improved Call Center KPIs
First call resolution (FCR) is one of the vital KPIs for call centers. The ACD phone enables agents to pull up information from the CRM database allowing them to know more about the callers before engaging them. By routing callers to the customer care desks where they could get professional help, ACDs enhances their experience leading to increased productivity. ACDs also helps in routing high-value callers to the right counters for VIP treatment and support.
CTI enables call center agents to handle inbound and outbound calls at their comfort of their computers. ACD phone system integrates with CTI provide valuable information to managers regarding what callers call about, call times, queue times and other vital metrics.
All you need to power up your contact center to enhance the experience for your customers and boost the performance of the workforce is an automatic call distribution system. With Nectar Desk ACD system and computer telephony integration services, your enterprise can enjoy affordable and efficient contact center software. Contact us below if you may need any help.