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AUTOMATIC CALL DISTRIBUTION
CALL MANAGEMENT
If your company has an application where telephone calls are received from the outside world and need to be directed to a specific group within your organization, you can count on an Automatic Call Distribution (ACD) system to efficiently and professionally distribute these calls. The ACD software can be designed to route calls to a specific agent or group. Of course, if an agent is available to receive a call, the system will automatically route the call to that available agent. However, if the entire group is busy with customers, the software will prompt callers through a predefined process to hold the customer until an agent is available. The system can play recorded messages to let the caller know an agent will be available shortly, and even play your choice of background music between messages.
SUPERVISOR FUNCTIONS
For the supervisor, the ACD software will also provide valuable information at the touch of a button about your organization's customer service. Your supervisors simply log-in and access valuable information regarding the groups' activity. The ACD packages also allow a supervisor to change the scripts at any time. This advanced feature can be used in situations where specific messages need to be played to your customers. For example, perhaps your company is closed as a result of inclement weather. The script can be modified on the spot to play a company closing message, and then route the call to a voice mailbox where a message can be taken. You can imagine the various possibilities that can be achieved ... all of which are designed to provide the highest levels of customer satisfaction.
HUNTING
The software can also be designed to distribute calls to agents in two different manners, depending on which one is right for you. It can find the agent who has been "LEAST BUSY FIRST" or "LONGEST IDLE" for the longest period of time.
- LEAST BUSY FIRST DISTRIBUTION
- The software analyzes the percentage of time each agent has been busy, and routes the call to the agent who has been busy the least amount of time.
- LONGEST IDLE DISTRIBUTION
- The software analyzes the agent group to determine which one has been idle for the longest period of time, and routes the call to that agent.
Each of these choices assures even distribution through the group, and maximizes your agent's productivity.
REPORTING
The ACD's come equiped with several built-in reports which can be used to further analyze your group's performance and activity. These reports can be viewed either through a PC connected to an RS-232C connector from the ACD, or they can be printed by directly connecting a printer. Activity of agents, groups, and the system are tabulated on an hourly, daily, or weekly basis, and can be stored for days.
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