Automatic Call Distribution (or ACD) can manage your agent-client calls. By using this technology, you can connect your callers to the next available agent in the most efficient way possible. Here are all of the ways that it can benefit your business:
By using ACD, you connect your customers with the most appropriate agents for their specific query. Whether they are looking to pay their bill or ask a general question, your customer won’t get bounced around. This is more efficient for both your customer and your employees.
ACD functionality is based on cloud-based systems. The cloud doesn’t require hardware installation to operate. With an adequate internet connection, you can manage your work regardless of your location. This means that you can take your ACD functionality anywhere, greatly benefiting your remote workers.
Because ACD connects you with your customers fast, you can use this in your marketing and branding. ACD, in other words, boosts customer satisfaction and customer referrals.
By implementing Automatic Call Distribution into your company, you can merge it with technologies such as Interactive Voice Response (or IVR). IVR is a technology that lets your callers interact with a computer-operated phone system through the use of voice or keypad inputs. By doing combining the two, you can establish customer details ahead of time, allowing your agents to promptly help them, rather than fumble for their details while they have the caller on the phone.
ACD has additional features that can help your employees collaborate better. For example, with ACD you can take advantage of whispering and teleconferencing. These features help agents collaborate when more than one employee is required to assist a customer.