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What's New
Tata Motors, India’s second
largest manufacturer of vehicles, is moving ahead with its plan to produce
a Rs
1-lakh car
Gurgaon, Haryana, India - Delhi NCR City
Gurgaon Business - Doing Business in India
ACD (Automated Call Distribution)
The Approach
ACD facilitates controlling the distribution of telephone calls coming
into the department. ACD systems are call routing utilities for incoming
calls and can be even used to route calls originated by the predictive
dialer to the next available agent. The staff log in/out of the ACD
system as they are available, and the system answers the calls and distributes
them. When staff are unavailable, the ACD system holds a call in queue
and then forwards it to the first available staff member.
Automatic call distribution is ideal for areas where multiple staff answers a high volume of calls e.g. Help desk, Appointment scheduling and Message taking
Properly managing calls can be key in providing excellent customer service, and the ACD system provides the tools needed to optimally manage incoming calls. Some of the tools an ACD system offers are:
• Call Type Priority
The organization can customize the way its staff answers calls using
several variables, including the caller’s location (on-campus
or off-campus, local or long distance) or the purpose of the call (help
assistance, appointment scheduling).
• Customizable Queue
The organization can record Custom Announcements that callers hear when
their call is answered or while they are waiting in the queue. It can
also add the Music on Hold feature.
• Training Supervision
Supervisors can monitor calls to support employees and evaluate performance.
• Call Metrics
The system can capture call statistics (e.g., call volume, length of
calls, time in queue, etc.) on a scheduled or an ad hoc basis, allowing
to further manage the staffing and call flow.
Almost any business can benefit from an ACD system but they are particularly useful to customer service centers, inbound service bureaus (that may be handling infomercials or direct marketing campaigns) and government agencies.
Features of Automatic Call Distributor
-
Unlimited number of agent groups
-
Toll Free phone service
-
Intelligent skill based call routing
-
Route calls to remote agents
-
Prioritized call routing
-
DNIS assignment of agent groups
-
Custom messages for each DNIS
-
Call queuing and call routing
-
Web call backs
-
Multimedia support (email, chat, inbound, outbound calls)
-
Alarms for callers in queue
-
Call-back message support
-
Customizable agent screens
-
Reporting
-
Graphical, numerical , and historical reports
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Daily Summary by Hour by Agent
-
Campaign ACD system statistics
-
Agent Calls Taken
-
Automatic Call Distributor calls in queue
-
Real-time agent status, including current call state, number of calls taken
-
Time and skills-based call routing
-
Abandoned caller ID information available
-
Ad hoc available for complex reporting
-
Export data to report writers (e.g. Crystal Reports)
-
Export data to spread sheets (e.g. Excel)
-
Route calls to remote agents with management and reporting
-
Phone Activity Monitor (PAM)
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