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Aditya Cakrawidya
Assistant Vice President IT
Yudha Satya Perdana
Service Quality & Development Head
Chai Domingo
Director, Contact Center
Rory Aditya
Manager Digital Service of Retail Customer Care

How ACD is Beneficial for Call Centers - Cheena Shekhawat - Blog

How ACD is Beneficial for Call Centers

Automatic Call Distribution is a call routing system that uses various algorithm to send incoming calls to the agent who is best suited to answer the customer's questions. To make ACD call center technology work efficiently, it should be paired with computer telephony integration (CTI) software and interactive voice response (IVR) software.

Amazing call routing
It uses pre-defined statistical algorithms to route the calls to appropriate department most appropriate agent. This not only smoothen the customer service process but also reduces call transferring time and operational time. ACD also uses caller’s information such as phone number, basic issue details and area code to transfer the calls on the basis of agent’s ability and IVR configuration.
Reduced cost-per-call
With its amazing automatic call distribution system, it transfers the calls to the most appropriate agent that reduces time investment per call. In this way, customers get the faster response from appropriate agents which reduces the cost-per-call.
Improves agent productivity:
So, its skilled-based routing makes the agents to handle only those calls that suit best to their skills. The agents with relevant knowledge get more chance to sharpen their skills and moreover, they can put their best effort for each call. In this way, it improves agent’s productivity and enhances call center’s service quality.
Improved Branding
No doubt, better customer experiences is a crucial tool in the branding of any business. When customers get seemingly preferential treatment from a company and have their issues resolved at first attempt, it prompts them to promote such business either by speaking to other people about them or giving favorable reviews.
Faster response
ACD is smart enough for call routing due to its skill-based selection, thus it routs incoming calls swiftly across the department. In this way not only accelerate operational process of customer service but also increase customer satisfaction with faster response. This prevents the chances of callers waiting in queue for long time and also take care of High-Value callers or VIP callers by routing them to the assigned agents immediately.
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Publish Date: June 4, 2020 5:46 AM



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