Know The Basic Of Automatic Call Distribution
Nowadays, all sorts of modern telecommunication technologies are adopted in some large companies and customer service organizations to serve clients
. One of these technologies is called automatic call distribution, which is also in combination with some tools like interactive voice response and predictive dialers. What the automatic call distribution system does is to route the incoming calls.Typically, the automatic call distribution's routing strategy is composed of witches, terminals, phone lines and software. That strategy is a series of instructions based on rules used to decide how the call should be dealt with. Usually, a complex algorithm is also included to determine which person is the most appropriate one to answer the call, depending on availability, topic, time of day, and other factors.
If a company has to receive a number of incoming calls a day, this system can be adopted to ensure those calls are handled in a more efficient manner and the callers is routed to the appropriate agents. When the busy times come and an agent is not available at that moment, the automatic call distribution system can queue calls, offer a recorded announcement, forward the call to someone whose job is to handle call overflow, offer a voice mail option, or give the caller a signal telling the line is busy.
After the caller is asked several target questions, the automatic call distribution system will analyze the answers and the information about the caller such as the number dialed, and the geographic location of the number, and so on to determine the most efficient routing.
Generally speaking, this system interacts with databases, IVR and voice messaging to route calls. They also track and report on calls and provide organizations with valuable information such as the change of call volume throughout the day and the types of topics customers talk about. As these statistics such as the number of incoming calls, calls in queue, call abandons, and talk time are tracked on a monitor display in real time, the company manager can find out the problems easily and take effective measures to keep the optimum operating efficiency.
As we all know, technology is advancing all the time. After email and web chat services appeared several years ago, the automatic call distribution systems have been upgraded to integrate the traditional phone-based systems with email distribution systems and websites. In other words, this system can route these calls, email and web chats to an agent who is dedicated to deal with inquiries through these three channels.
by: Griffin Hill