Application of ACD in Contact Center system
Posted: Thu Dec 12, 2024 10:31 am
Improve agent performance
The system allows agents to save customer information from anywhere and from any communication channel just once.
How to choose the right technology for your customer care strategy
Customer information is stored in a common form, so accessing it later will be much easier. Agents can move or work from home without interrupting any work.
Smart call routing
In the ACD system, the Round Robin mechanism in list of canada fax number the Contact Center will automatically distribute calls to waiting agents in order 1,2,3,4,5…
Because the system does not distinguish between the length of each call and the number of calls received, it leads to uneven distribution of calls among agents.
But with the smart router function, the ACD system will distribute calls to operators evenly in both quantity and duration of received calls, ensuring allocation to the right operator with the most suitable skills to solve customer problems.
Depending on the needs of the business, different routing methods will be installed on the ACD platform. The most popular routing method in the world is Skill-based Routing, which helps to resolve all customer calls to the right person at the right time.
Call distribution will be in the form of:
Fixed order distribution: This is the most used method, calls will be arranged to respond in order of priority of the caller coming first.
Round robin distribution: If Agent A is the last call recipient, subsequent calls will be routed to Agent B and then Agent C in turn.
Simultaneous call distribution: This call distribution method helps all agents receive the call signal at the same time, the first person to pick up the phone is the one who will handle the call. This method is used to reduce customer waiting time as low as possible.
Time-Based Routing: Allows agents to set their own business hours.
Call distribution according to agent skills: The system will determine the needs and difficulty of the call based on the information just extracted from IVR or available in the data, then distribute to the Agent most suitable in terms of skills, attitude, and knowledge.
Unified multi-channel engagement
Contact center is a place that provides customers with a multi-channel communication channel: SMS, Web, Chat, Email... Therefore, the ACD feature will contribute to unifying communication channels, supporting call center staff and administrators. Unifying communication channels helps unify and filter duplicate information, increasing trust and experience from customers.
Interactions from customers (call, chat, Facebook, Zalo, email, ...) will be routed to the appropriate call center staff. Agents are responsible for understanding customer needs and handling requests within their capabilities. Thereby creating increased satisfaction and building customer loyalty for the business.
The system allows agents to save customer information from anywhere and from any communication channel just once.
How to choose the right technology for your customer care strategy
Customer information is stored in a common form, so accessing it later will be much easier. Agents can move or work from home without interrupting any work.
Smart call routing
In the ACD system, the Round Robin mechanism in list of canada fax number the Contact Center will automatically distribute calls to waiting agents in order 1,2,3,4,5…
Because the system does not distinguish between the length of each call and the number of calls received, it leads to uneven distribution of calls among agents.
But with the smart router function, the ACD system will distribute calls to operators evenly in both quantity and duration of received calls, ensuring allocation to the right operator with the most suitable skills to solve customer problems.
Depending on the needs of the business, different routing methods will be installed on the ACD platform. The most popular routing method in the world is Skill-based Routing, which helps to resolve all customer calls to the right person at the right time.
Call distribution will be in the form of:
Fixed order distribution: This is the most used method, calls will be arranged to respond in order of priority of the caller coming first.
Round robin distribution: If Agent A is the last call recipient, subsequent calls will be routed to Agent B and then Agent C in turn.
Simultaneous call distribution: This call distribution method helps all agents receive the call signal at the same time, the first person to pick up the phone is the one who will handle the call. This method is used to reduce customer waiting time as low as possible.
Time-Based Routing: Allows agents to set their own business hours.
Call distribution according to agent skills: The system will determine the needs and difficulty of the call based on the information just extracted from IVR or available in the data, then distribute to the Agent most suitable in terms of skills, attitude, and knowledge.
Unified multi-channel engagement
Contact center is a place that provides customers with a multi-channel communication channel: SMS, Web, Chat, Email... Therefore, the ACD feature will contribute to unifying communication channels, supporting call center staff and administrators. Unifying communication channels helps unify and filter duplicate information, increasing trust and experience from customers.
Interactions from customers (call, chat, Facebook, Zalo, email, ...) will be routed to the appropriate call center staff. Agents are responsible for understanding customer needs and handling requests within their capabilities. Thereby creating increased satisfaction and building customer loyalty for the business.