Whether your business is small, medium or enterprise, your telephone system and call handling is likely a critical part of your customer interaction.
Are you able to answer these important questions:
- How many people call your main telephone number?
- When do you receive the most calls?
- How long do callers wait for someone to answer their initial calls?
- How many people called in response to your new marketing campaign?
- How many calls were answered per person?
- Who is answering the fewest calls?
- How long are callers waiting on hold?
- How many abandoned calls do you have?
- 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.
Here is an abbreviated summary of ACD 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 the business can ultimately lose the customer. This can cost businesses 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 call 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!
You may contact us for a complimentary consultation: firstname.lastname@example.org.