ACD (Automatic
Call Distribution)
Small Business & Enterprise
Solutions:
How
your business handles inbound calls can have a major impact
on your bottom line. Fact is, research says sloppy service
is the biggest turn-off to a customer who knows your company
only through the phone. You can give callers the right
impression and meet their expectations if your company
takes advantage of the right Call Center technology or
ACD. Com21net offers ACD solutions for small businesses
and enterprises for professionally managing and efficiently
distributing inbound calls. You can have a powerful ACD
system that routes calls based on who’s calling and
who’s available or who’s qualified to take the
call.
Each
telephone call presents an opportunity to differentiate
a company through outstanding service. ACD allows a business
to provide the highest level of service possible. Distribute
incoming calls automatically to the next available agent
for better, faster customer service. Route and prioritize
calls to a group(s) based on the telephone number the
caller dialed (DID/DNIS) or based on the caller's telephone
number (Caller ID/ANI)-ideal for VIP customers.
ACDs
offer skills-based routing when you want your expert people
to handle most of the calls. Automated Attendant lets
the caller select through their telephone keypad which
group they wish to reach, such as service or sales. Emergency
routing lets you quickly re-route calls when suddenly
no one is available, such as during a fire alarm or a
weather disaster. Priority queuing allows you to offer
preferential treatment to VIP customers.
Real-time
statistics, provide up-to-the-second call center information,
and are critical to managing your call center. You can
monitor agent and call center performance and make timely
decisions to improve service. The system also alerts the
supervisor when certain thresholds have been exceeded,
such as number of calls in queue and length of time in
queue. Agents receive real-time queue information directly
on their station set, so that they are aware of unanswered
calls.
Voice
announcements allow you to greet the caller when no one
is immediately available to take the call. Announcements
can be created for each group, for emergency, for night
and for day routing. Users have been known to change announcements
several times a day to provide their customers with up-to-date
news and information, further differentiating themselves
from the competition.
Management
Reports provide detailed and summary information about
the call center. Today's fast-growing call centers often
outpace their agent, line, and system resources. Accurate
planning is the key to successfully managing growth. But
you need information and objective facts to plan effectively.
Our ACDs offer comprehensive reports with the information
you need, when you need it-on demand, at pre-scheduled
times, or historical.
