Last Updated on October 30, 2020 by Husain Parvez
Every company, especially businesses that provide different services, has its customer support department that caters to its clients’ needs. An automatic call distribution system plays an essential part as the backbone of BPO companies that streamlines the communication process. This system receives incoming calls, categorizes them based on preset situations, and transfers the call to the right person, or interactive voice response (IVR) menu.
The approach that the automatic call distribution uses to route inbound calls is based on a procedure that determines the agent’s availability to route the caller. The routing strategy differs for each company based on their business needs, such as customer profile data, caller ID, agent’s domain expertise, and many more. An ACD is the best fit for companies with a large volume of inbound calls.
Here are some of the benefits of having an ACD system.
Optimize Productivity and Efficiency
One of the benefits of having an ACD system in businesses is to optimize employee’s productivity and efficiency. It offers a feature called in-depth communication analytics that allows companies to get full transcripts of calls. These records can be analyzed to determine the most common issues clients face and better techniques to resolve them. It helps to decide which calls get transferred to the most suitable agent as fast as possible. According to an expert, using an automatic call distributor system reduces multiple transfers and routes the call accordingly to an agent where they trained specifically. In this way, employees are ready to handle calls efficiently to the customer’s needs.
The cost of transmitting calls across several departments and different agents decreases with the help of the ACD system. In line with this, the opportunity of getting a primary call resolution cuts down on the need for several transfers subsidizes positively towards building the customer experience, and saves cost per call. Using a cloud-based automatic call distribution reduces cost and maintenance to a minimum. Since fewer phone lines are necessary, less staff is needed to manage customer support.
Boost Customer Satisfaction
Responding fast to a call by transferring it to the most suitable agent to handle every query is what the clients need today. An ACD helps in boosting customer satisfaction to a great extent. Most customers have a short temper, especially when their call is transferred several times to different agents, with no solution to their problem. The option to receive a call back is an efficient way that reduces waiting in the queue. There is also an instant response to priority callers or loyal customers.
In this way, customer support removes the frequent customer from the queue and connects them with the available agent right away. This is based on the information stored in the databases. The ACD system creates better business outcomes and happier customers.
With the rising competition surrounding different business industries, taking the lead of a system such as ACD provides excellent customer service. It is a perfect resolution for any industry that is willing to be prominent and maintain a competitive advantage in its business setting.