Posted by June, 11 2019 7:29 pmon
Improving your contact center is a job that never ends. The best facilities are those that never stop improving - but what can be done to increase efficiency and enhance productivity when you’re already training an excellent staff and providing great service? This is when turning to technology may be the best approach for perpetual improvement - and when it might be time to think about introducing automatic call distribution software to the mix at your center.
Imagine being able to transfer calls based on factors such as which agents are best able to handle specific types of interactions and which staff members are busiest at specific times. When you utilize automatic call distribution software, you don’t have to imagine - this is your reality!
How your automatic call distribution software functions is determined by the factors used to set it up. What will determine which agents receive which calls? That is entirely up to your team, since the way your software is designed can be customized based on anything from skills-based routing to first-in, first-out ticketing and more.
If you’re wondering how you could apply automatic call distribution software to your business’s needs, the answers are almost limitless. How you use the software will be dependent on what type of contact center you’re running and what type of businesses or clients you serve, but in general, there are several popular approaches to ACD software that might be a great fit for your facility. These include:
You can set your ACD software up using one or a variety of these techniques - or something else entirely. With this software, how you serve your consumers is truly up to you.
Beyond simply being versatile in its applications, there are also nearly innumerable perks to using automatic call distribution software in your call center. What are they? Check out just a few of these big benefits:
Despite its value to the contact center industry, automatic call distribution software is still relatively under-utilized. This might be because agents and their supervisors mistakenly believe it will reduce the center’s need for their positions. This is inaccurate - and can lead to overlooking a valuable tool for simplifying tedious, unnecessary work for everyone on your team.
The truth is, automatic call distribution software speeds up the work day and makes life easier for your agents. They are able to get more done - and be more focused on the work they’re doing - as a result of their use of the technology. Not only do their employers benefit, but so do the consumers and clients they interact with. It would be difficult to find someone who doesn’t win in this situation!
When you’re ready to learn more about the ease and excellence that automatic call distribution software can bring to your contact center facility, contact the industry experts at ChaseData. We have the tools you need to equip your center with the latest in ACD software and train your agents to use it to its fullest potential. In no time at all, you’ll wonder how your business ever functioned without it!