Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

Balamurugan Muniraju
Senior Director of Operations
135
Kseniia Kasimova
Chief Marketing Officer
2
Alex Coombes
Marketing Manager
16
Richard Kimber
CEO and Founder
33

How ACD is Beneficial for Call Centers - Cheena Shekhawat - ContactCenterWorld.com 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.
 
To know more about our product & services
Call/Whatsapp: +91-9818234511
Skype: ariatelecom

Publish Date: June 4, 2020 10:46 AM

New 2021 Membership

About us - in 60 seconds!

Submit Event

Upcoming Events

Join Calabrio May 5th at 10am GMT in our first annual CX quiz that tests—and rewards—your expertise in arguably the most important aim of contact centres. 1 hour + 16 questions + multiple discussions = An unforgettable experience. You and your fellow... Read More...
 87 

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =