Whether your business is small, medium or enterprise, your telephone system and call handling is likely a critical part of your customer interaction.

Headset callWhat are your answers to these important questions:

How many people call your main telephone number in a given period of time? From a marketing perspective, it’s important to know how effective you are in reaching your business audience and generating responses.

How many people called in response to your new marketing campaign? It may be helpful to have separate telephone numbers for different marketing campaigns in order to gauge their effectiveness.

When do you receive the most calls? And, how long do callers wait for someone to answer their initial calls? How long are callers waiting on hold? Also, how many abandoned calls do you have? Answers to these questions will be important to assist with staffing levels by time of day and day of the week.

Do you know how many calls were answered per person? And, who is answering the fewest calls? Do you have enough lines to handle your call volume?

By deploying an ACD (Automatic Call Distribution) system, you could have the information at your fingertips to answer these and other crucial questions.

Summary of ACD benefits: Benefits

Among the many benefits that ACD can provide to users, nothing compares to the overall increase in Customer Satisfaction that can be gained using this tool.

Callers entering into ACD systems have the comfort of knowing that their call is being processed by prompting the caller periodically through various messages. ACD above all else, eliminates terminal holds which can be extremely frustrating to customers, and your business can ultimately lose the customer. This can cost your business thousands of dollars in lost business that can never be measured.

Decreasing costs always provides a tremendous benefit to organizations, and ACD systems can certainly help accomplish this goal.

Efficient contact centers can:

  • Eliminate multiple handling of calls, reducing staff expenses.
  • Manage staffing levels by providing report data on call center activity and call flow.
  • Connect Multiple Locations: ACD can easily route calls to agents sitting at different or remote locations. All the agents working in different geographies can function as one single team.
  • Manage agent efficiency.
  • Reduce returned calls.
  • Help determine the correct number of incoming lines.
  • Responding fast to a call by transferring it to the most appropriate agent, will definitely improve the chances of first call resolution and the customer can get his query resolved without transferring him to other agents or departments. This will reduce the time taken to answer a call and hence reduce cost-per-call.
  • “With efficient routing of incoming calls, agents can use their expertise in solving the problems of a caller rather than indulging in activities that are outside their scope.”

    ACD acquires usage data such as total number of calls, time spent on each call, waiting time etc which is used for reporting purposes. This will enable managers to assess key performance indicators and optimize resources more effectively.

    Exploring these possibilities could be an important step in improving customer service and ultimately, your bottom line! View the following short introductory video showing some of the features available to the Contact Center Agent running UC Suite for the NEC SV9100:

    Ask us about the possibilities. More info

    About Dennis Turner