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 c
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.
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.
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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