Consumers are ready to pay higher prices for items if, in turn, they can receive personalized customer service. However, contact centers are very often inundated with incoming calls, which can be overwhelming. Call centers must implement a system that assigns priority to callers and efficiently routes callers to appropriate suitable customer service reps.In other words, companies need to find a way of avoiding their exhausted customer service reps and angry callers. A proven way call centers can avoid these problems is by implementing an ACD (automatic call distributor) software solution.
What is A Call Distribution System
An automatic call distribution system is a software tool made specifically for contact centers that seamlessly routes callers and assigns them to suitable customer service reps based on predefined rules. Therefore, automatic call distribution systems enable contact centers to route and handle large volumes of incoming calls to avoid overwhelming call center agents.
At the same time, ACD software tools also enhance the customer experience by instantly routing callers to agents that are ready to solve their problems.
Benefits of Intelligent Call Routing
Contact centers that implement automatic call distribution tools reap the following advantages:
- Assigning callers to call center agents based on pre-determined rules,
- Prevent long queues by implementing a multiple queue system during peak hours,
- Improved efficiency of customer service reps,
- Increased workforce efficiency due to calls being routed in a systematic method.
The quick and intelligent routing of automatic distribution tools guarantees that callers are quickly attended to, which naturally results in higher caller satisfaction levels. At the same time, customer service representatives share the same workload by cutting down on idle time.
Businesses with Multiple Offices Work as One
Automatic distribution platforms allow organizations that have call centers or customer service reps spread out across different locations and time zones to function smoothly. A rules-based distribution solution connects callers to geographically dispersed reps, different departments, and international branch offices.
Automatic Call Back
Callers who would wish to avoid the hassle of waiting in a queue have the option to have a customer service rep call them back at a suitable time.
Several Call Queues
Companies with enormous volumes of incoming calls typically use several call queues. For instance, a contact center can use several waiting queues for various agents or teams, or even for numbers that customers dialed.
Rules-Based Call Routing
Call distributor systems that deal with large numbers of inbound calls employ business rules engines to manage callers.
A rules engine is a pluggable software solution that uses powerful conditional statements called business rules that describe how callers should be routed. Business rules engines give call centers the ability to customize their routing strategy.
Therefore, contact centers use business rules engines to execute different call distribution strategies based on their specific requirements, such as business goals or skill sets of their customer service reps.
Conclusion
Rules-based automatic routing software solutions are built for companies that have teams dispersed in many locations. Business rules engines can easily be connected to call distribution software solutions, which enables businesses to make immediate changes to routing methods, thereby providing a smooth and customized customer experience.