Basics of automated call distribution systems and why customer service needs them


With customers of all generations preferring to use the phone to ask for help instead of sending an email, filling out online forms, or communicating through a mobile app, it’s critical that your business is equipped to deal. complaints and queries.

It’s clear that customers demand fast and straightforward service, and automated call distribution systems can help you achieve this, by forming the backbone of your communications, streamlining the call process, and as a result , by strengthening customer service.

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Consider performing a KPI and call center metric analysis to understand how well equipped you are currently to meet customer needs. And, where you find you are lagging behind, Automated Call Distribution Systems (ACD) can help. From customer satisfaction and average time in the queue to first call resolution, an ACD can help you meet your customer experience goals.

In this article, we’ll take a look at what exactly these systems do, their different types, and how they can benefit you and your customers.

What is an automated call distribution system?

So, first of all. What is an automated call distribution system? Well, it is a software telephony system that allows you to sort a large volume of incoming calls and route them to the relevant department or person so that your customers have access to the most suitable people to resolve their issues. requests while minimizing waiting times.

The reason for using an ACD may be more immediate if you are a large business. As your phone lines become overloaded, your customer service will begin to suffer.

Commercial sites are increasingly decentralized, with remote agents communicating internally through a virtual meeting. It is therefore very beneficial to have an automated switchboard to follow up and contact the right colleagues or transfer a call from an unavailable agent, which reduces the workload for the agents and the customer. waiting time.

The telltale signs you need ACD:

It should be noted that ACD is not a simple program. Consequently, the reasons for its implementation are also multiple. If you experience a high volume of calls on a daily basis and this causes you to keep customers on hold or just not answer them at all, then ACD has the features to help you manage them and increase your satisfaction. clients.

But also, if you operate in multiple locations over a few different time zones, ACD can help. As long as at least one of your locations is available 24 hours a day to take calls, ACD makes sure your customers can get in touch at any time. It might not be the agent closest to them, but it does allow you to provide consistent customer service.

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And in the event that you don’t operate that way, ACD can also be configured to offer general advice when no agent is available. It might not fix all the issues that arise during off hours, but it acts as an audio FAQ page, which should help resolve some customer questions.

The different types of ACD

So you decided that your business would benefit from an automated call distributor. But you are not sure what method or structure you want your distributor to adopt. Fortunately, there are different options here as well.

Your ACD can be configured in one of the following ways:

Benefits for companies

If you’re still unsure about ACD, it’s worth understanding the benefits of using it as a business.

For starters, if you’re a business with a data-driven strategy, using ACD allows you to monitor your business operations and understand where issues are occurring.

Just like software or VoIP troubleshooting, locating the problem is the first step in fixing it.

Understanding everything from call volume to number of missed calls and average call duration helps you plan what changes you need to make. Whether it’s hiring new staff, extending hours of operation, or making changes to your system, ACD and the data it provides can help you better understand your customers and, for example, therefore, improve your business decision making.

The ACDs are also equipped with coaching functions to allow you to listen to agent calls. This helps you identify weaknesses or knowledge gaps of agents that you can fill with targeted training sessions.

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If you want to track and focus on your KPIs, adopting an ACD can help. To improve your csat (customer satisfaction score), using automation to direct customers to the right agent is essential. Smart routing reduces the manual time it takes to redirect calls, reduces agent idle time, and ensures calls are distributed evenly across your team.

By increasing your FCR (First Contact Resolution) rate, your phone lines will remain as free as possible from repeated contact so that agents feel less overwhelmed and can provide a better quality of service. It could also allow team members to provide customer service in the form of customer surveys or registrations.

And, if you operate globally or are looking to grow your business, your remote support team can easily operate internationally. You won’t need to buy expensive equipment; ACDs can be routed to any device, anywhere, minimizing your overhead.

Benefits for clients

Making sure customers are happy with the level of service they receive is a must in today’s business world. And ACD is well positioned to help you improve.

If a customer calls customer service, chances are they have a problem to resolve. More often than not, when it does, they will be unhappy. And they won’t want to have to repeat themselves to multiple agents before they finally stumble upon the right one. ACDs reduce wait times and allow customers to receive responses from more experienced agents with their specific queries for faster call resolution.

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Likewise, if they call for something less important or easily rectified, the ACD system itself can provide resolution. This further reduces call resolution time, which means customers have fewer reasons for dissatisfaction, which in turn increases your customer engagement. It also provides them with a resource to return to, especially if they cannot access support through other means, such as a website.

Meet your customer service needs

While ACD isn’t for everyone – you’ll have to judge if it’s right for you – it’s a solution that can help many modern businesses.

DCOs help reduce stress on your agents and customers, minimize costs, and overburden customer service. The benefits of an ACD are visible to everyone. All you have to do is implement your own system.

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