Time To Route Your Calls The Way You Want With Automatic Call Distribution Feature
Different call centers perform in different ways. Gone are the days when the calls had to be routed manually using extension cords — the new age routing functions on cloud technology with total precision.
CallCenterHosting’s ACD gives you the complete freedom to run your call center on your own terms. You can decide which routing method best fits your needs based on CRM data, call volume, the number of available agents, individual customer needs to give each caller an enhanced customer experience. Make sure every customer finds a right agent to get an immediate and appropriate response.
CallCenterHosting’s ACD gives you the complete freedom to run your call center on your own terms. You can decide which routing method best fits your needs based on CRM data, call volume, the number of available agents, individual customer needs to give each caller an enhanced customer experience. Make sure every customer finds a right agent to get an immediate and appropriate response.
Why Should You Use ACD In Your Call Center?
Programmed Call routing
Route inbound calls according to specific call queues, agents, extensions, or teams. Also set customized rules to direct calls based on priorities, analytics or time restrictions.
Optimized Agent Productivity
Route calls based on the expert areas of agents for maximum productivity and enhanced first call resolution rate.
Rapid Response To Priority Calls
Give your star customers a self-help tool by making navigable IVR menus with easy options and by connecting their calls immediately to the agents who can resolve their issues without any delay.
Right Agent For The Right Call
Connect agents based on customer problems or native language. Let your customers feel at ease while finding a resolution to their problems.
Connect Agents Across Geographies
Got call center agents all over the world? No problem. Connect your remote agents easily by making use of an ACD system. Don’t let geography be a problem anymore.
Reduced Call Wait Times
Make easily navigable menus that land your customers exactly where they want to be. Reduce their wait time and ensure excellent customer satisfaction level.
Additional Features Of An ACD System
Preferred Agent Routing
Route the calls to the same agent the customer talked to in the past. This feature helps to solve the customer problem faster as the agent is already aware of the customer issue.
Skill-based Routing
Route calls to an appropriate agent with needed skills for an instant and easy resolution. With skill-based routing, you can value the time of the customers as well as the agents.
Remote Agents
Route calls to agents anywhere in the world without worrying about the physical boundaries. All agents working at different geographical locations can work together as a single team for maximum productivity.
Connect Agents Across Geographies
Got call center agents all over the world? No problem. Connect your remote agents easily by making use of an ACD system. Don’t let geography be a problem anymore.
Voicemail Or Call-Back Options
Don’t lose any business due to time constraints or unavailability. Let your customers leave a voicemail or opt for a call-back. This option makes it easy for agents to get back to the customers and deliver excellent customer service.
Advanced Analytics
An ACD system helps in saving all the data like the number of incoming and outgoing calls, number of call queues, maximum time on hold, maximum time on call, etc. This data helps in analyzing the performance of the call center and upgrading it accordingly.
