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Route Customer Queries to the Best Available Agent
Provide a superior customer experience by routing your customers to the right agents. Achieve a higher level of First Call Resolution (FCR) and increased CSAT with intelligent routing algorithms like preferred agent routing (Sticky Agent Routing), Skill-based routing (Route based on an Agents Skill parameters), and customer persona-based routing (Route dynamically based on CRM input).
With an automatic call distribution system, you can route each inbound call to the right agent by configuring the routing algorithm. You can utilize a range of algorithms to connect calls to the most suited agents for the customer query. Meet callers’ expectations by delivering an instant solution to their problems and increase FCR effortlessly.
Deliver personalized customer experience based on customer’s preferences, past interactions, and IVR selections. Call Center ACD can transfer high-value customers to the most skilled agents to ensure that all your HNI customers are delivered with a personalized customer experience. Rapid response to priority callers helps your team resolve the issues faster.
Route the calls flawlessly from one campaign to another with the complete context using defined campaign level routing rules. When the caller lands in the wrong campaign, the agents can seamlessly transfer the call to the relevant department along with the call history, notes, and dispositions, to preserve the context and deliver an instant solution with phone routing software.
With an efficient routing algorithm, the agents can use their expertise to solve a caller’s problems rather than indulging in activities outside their scope. This will further reduce the average handling time as each agent will use their skills to resolve queries they are trained for.
Responding fast to a call by transferring it to the most appropriate agent will improve the first call resolution rate with automated call routing system. The customer can get his query resolved without transferring him to other agents or departments. This will reduce the time taken to answer a call and reduce the call center’s cost-per-call.
To gain insights into campaigns’ performance, supervisors get a comprehensive ACD Call Report, which helps them define routing logic based on historical and real-time data. Additionally, the supervisors can also keep track of team performance and score agents based on key metrics like language proficiency, average handling time, query resolution, etc. and define routing parameters.
DNIS (Dialed Number Identification Service) auto-detects the caller’s location and automates call routing prior to any caller or agent interaction. No matter if your agents are working from an office or remote location, ACD will route the caller to the nearest agent with its smart location detection technique, thus exceeding customer expectations and increasing team productivity.
During peak call volumes, allow your users to get notified about their queue position and expected wait time until the next available agent will assist them. Call routing software Let the caller request for a callback when the agent becomes available or allows them to hold their position without having to stay on the phone using virtual queueing (VQ) technology.
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Flexible ACD Call Routing Algorithms
Make Automatic Call Distributor direct software your own by getting the complete freedom to decide how and whom you want to route and where with ACD call routing system. A powerful node flow designer to back it up – Ameyo Call Center Solution offers extreme flexibility when defining the call routing algorithms. You can decide the best routing mechanism based on CRM data, IVR selection, business hours, and agent skills to optimize each caller’s experience.
Call Queueing
The next step is arranging the call queue and sort the callers into a waiting list as per agents’ availability and suitability. Using the routing algorithm, the ACD will consider the traffic volume, time of the day, queue wait times, and the department on the receiving end of the call. ACD determines queue order based on several factors such as status, waiting time, query
Call Distribution
Call centers allow the ACD to distribute the caller to an agent that’s best equipped to handle their concern with the information gathered in the previous steps. Popular distribution methods include: fixed order distribution, simultaneous distribution, time-based routing, and agent talk time
Call Distribution
Call centers allow the ACD to distribute the caller to an agent that’s best equipped to handle their concern with the information gathered in the previous steps. Popular distribution methods include: fixed order distribution, simultaneous distribution, time-based routing, and agent talk time
Choose From Various Types of ACD
Call Distribution
Call centers allow the ACD to distribute the caller to an agent that’s best equipped to handle their concern with the information gathered in the previous steps. Popular distribution methods include: fixed order distribution, simultaneous distribution, time-based routing, and agent talk time
Call Queueing
The next step is arranging the call queue and sort the callers into a waiting list as per agents’ availability and suitability. Using the routing algorithm, the ACD will consider the traffic volume, time of the day, queue wait times, and the department on the receiving end of the call. ACD determines queue order based on several factors such as status, waiting time, query
Call Distribution
Call centers allow the ACD to distribute the caller to an agent that’s best equipped to handle their concern with the information gathered in the previous steps. Popular distribution methods include: fixed order distribution, simultaneous distribution, time-based routing, and agent talk time
Call Queueing
The next step is arranging the call queue and sort the callers into a waiting list as per agents’ availability and suitability. Using the routing algorithm, the ACD will consider the traffic volume, time of the day, queue wait times, and the department on the receiving end of the call. ACD determines queue order based on several factors such as status, waiting time, query
Call Distribution
Call centers allow the ACD to distribute the caller to an agent that’s best equipped to handle their concern with the information gathered in the previous steps. Popular distribution methods include: fixed order distribution, simultaneous distribution, time-based routing, and agent talk time
