Why You Need Call Distribution Software
Effective. Professional. Optimized. Three words that exemplify the benefits of utilizing Automatic Call Distribution software (ACDs), a telephony system that answers incoming calls and routes them to a specific department or agent specialist within a company. Wondering why ACDs are beneficial to implement? Consider this exciting statistic:
A 1% improvement in first Call Response = $276,000 in annual operational savings for the average call center.1
CallShaper, originator of a cutting-edge cloud-based call center platform for efficiency, can help you achieve and succeed this improvement percentage while implementing a stellar service experience for all of your valued clients and customers. By giving you the proper software and know-how, CallShaper guarantees that your ACDs can be your greatest agent- and client- asset.
Routes to call center success
Did you know…61% of consumers say that they have stopped transacting with a business after a poor service experience.2
The specialized features of ACDs can be customized according to the needs and size of your call center. While the features are numerous, the advantages and benefits of your ACDs start with routing. Perhaps the three most common routing features enabled by ACDs are: Time of Day Call Routing, Skills-based Routing and Percentage-based Routing.
Time of Day Call Routing. Time of Day Call Routing allows for company to preset where calls get routed to be answered, based on when they are received to ensure the best customer service is delivered. Time of Day Call Routing is an especially helpful feature for call centers that serve in more than one time zone, as agent-convenience is increased because calls are received in different locations at the most optimal times per area.
Skills-based routing is a feature of this software that directs incoming calls to the correct specialized agent based on the customers Interactive Voice Response (IVR). IVR, a software technology accessible through ACDs, allows incoming calls from customers and clients to enter their information prior to speaking with a live agent.
Self-service routing allows inbound callers to access an IVR menu to find information without speaking with a live agent. Generally used to retrieve basic information, callers do also have the option to speak with a live agent if they are experiencing difficulties finding what information they are seeking. Your ACDs should be set up to be connected to a live agent right away to avoid customer frustration of waiting on hold.
CallShaper, originator of a cutting-edge cloud-based call center platform for efficiency- and compliance-minded directors of inbound and outbound telemarketing call centers, will help you to achieve your business goals. The CallShaper professional team will get you on the right track to success while providing the genuine customer service that you – and your customers – deserve! Call us today. We are here for you.
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1 A 1% improvement in first Call Response = $276,000 in annual operational savings for the average call center (SQM Group)
2 Microsoft’s State of Global Customer Service Report