Businesses the world over have been using an Automatic Call Distribution (ACD) system for better call management and to enhance caller experience. Let’s review the top 7 ACD advantages to understand how your business can use an ACD system to improve customer service.
7 Automatic Call Distribution Benefits
An ACD system is a telephony service that automatically routes incoming calls based on rules input previously by the account manager. These rules are based on various factors such as the time of the call, location of the caller, agent skills, agent history, and more. By routing calls automatically, the ACD system assists businesses by sending callers to the right agent or department for customer support or sales.
Read on to learn about the top 7 ACD advantages.
1. Automatic Call Routing
The most attractive benefit of an ACD system is its ability to route calls automatically and intelligently. The calls are routed based on predetermined rules and algorithms. Some ways to use ACD for call routing include:
- The caller or customer’s information and history with the company
- The caller’s area code or location
- The time of the call
- Agent availability
- Agent skill such as language or area of expertise
- Voice menu configurations
By using these call routing strategies, your business can save on missed or dropped calls, wrong transfers, and wasted time. Instead, callers will reach the right agent or department quickly, leading to better customer service and call resolution.
2. Quick Response to Calls
By transferring calls immediately to the right department and the right agent, your employees can answer customer calls quickly, almost instantly. Furthermore, you can even provide users the ability to leave a voicemail or offer a callback option during high call traffic periods. This ensures that callers will not abandon their call before speaking with an agent.
Furthermore, some ACD systems even offer a service to identify VIP customers and instantly route them to the appropriate agents. All of this makes it possible for businesses to quickly respond to calls and better manage your call handling process.
3. Better Agent Productivity
By routing calls effectively, your agents are better equipped to handle incoming calls. They won’t be overburdened or under-burdened as calls will be distributed equally. Additionally, less time will be spent on transferring callers to the right department or figuring out how to help a customer beyond one’s training or experience.
4. Increased Cost Savings
One of the most attractive ACD benefits is the system’s cost-effectiveness. An ACD transfers calls automatically, reducing the need for a receptionist or for employees to transfer calls back and forth. By doing this instantly, the ACD system makes it possible for the right agent to answer the call quickly, increasing first call resolution rates. Your business can improve customer service this way as callers don’t need to wait to be transferred to the right agent who knows their history or language, and so on.
Furthermore, you can subscribe to a cloud-based ACD system which is hosted by the provider. This reduces costs that would have been spent on installation and maintenance. All your business does is use the ACD service and improve call management.
5. Benefits of Cloud-Based Phone Systems
As mentioned above, cloud-based phone numbers do not need installation or purchase of new hardware. Additionally, you do not need an experienced IT team to maintain, manage, or update this hardware or software. All your business needs is a high-speed internet connection and you can use the service without interruption.
By going virtual, your business can connect agents and employees from any location through your ACD system. This makes remote working possible as your agents can work from any location as long as they have an internet connection.
6. Streamlined Business Processes
ACD systems can easily be integrated with a business’ CRM, helpdesks, social media platforms, live chat, and lead generation tools. By doing so, agents can get a wholesome understanding of each customer’s needs, preferences, and their previous interactions with the business. Through voice over IP integration, all customer information can be viewed and tracked in one interface instead of bouncing between multiple apps and software. As such, ACD systems can streamline business processes and make it easier for agents to perform efficiently in their jobs.
7. Increased Office Efficiency
All of the above automatic call distribution benefits indicate that such an automated system can vastly improve office efficiency and agent productivity. By having calls automatically routed to the right destination, no time is wasted on providing customers with assistance and support. And by creating a comfortable and integrated workplace, employees can stay up to date in regards to their callers and collaborate better with their fellow teammates.
Using ACD in Your Business
ACD systems can greatly impact the way your business interacts with its customers and enhance caller experience. Customers do not have to wait in long lines or deal with being transferred from one person to another. You can even use interactive voice response — a component of ACD systems — to have your phone system interact with callers and provide them with multiple options and assistance. To learn more about ACD and IVR systems, speak with our cloud communication specialists at 1 (877) 898 8646 today.