Automatic-call-distribution
As name suggest Convoque ACD means Automatic Call Distribution that allows users to facilitate their c customer to connect agents according to their capability and idle time and keep entertaining their customer by giving various voice message during waiting. It is the process of routing incoming calls to the most suitable agent who can answer the caller’s need appropriately. It is practiced through a ACD system that distributes call based on pre-defined rules including skill-based call routing, First-In-First-Out, and priority.
Features
Custom Call Queue Message
Waiting Caller No Announcement
Average Waiting Time Announcement
Skill Based Routing
Idle Time Based Routing
Call Back Option
Feedback option
SMS / Email Alert
API Integration for Custom Services
Key Benifits
Sound and Smooth call Routing
ACD increases the efficiency and productivity of the agents. Based on pre-defined algorithms, calls are transferred to the most appropriate agent, hence reducing call transferring time.
Immediate Response
ACD allows faster response to incoming calls by routing it to the best available agent. It increases call response and call handling time, thereby increasing customer satisfaction. During high call volume phase, callers can opt for call back option .
Streamlined Operating Environment
Integration with CRM and other communication platforms such as social media and Live Chat, allows the agents to have a smarter conversation with the customer by understanding their needs thoroughly.
Increased Agent Productivity
With the help of an ACD, call center agents will have to handle calls for which they are trained.They have expertise and the required subject knowledge to handle a customer.
Reduced Call center costs
Responding fast to a call by transferring it to the most appropriate agent, will definitely improve the chances of first call resolution and the customer can get his query resolved without transferring him to other agents or departments.
Resource Optimization
With efficient routing of incoming calls, agents can use their expertise in solving the problems of a caller rather than indulging in activities that are outside their scope. ACD acquires data such as total number,time spent , waiting time on each call.