Month: September 2020

How does Automatic Call Distribution system work?

Automatic Call Distribution System is a technical system that uses CTI (Computer Telephony Integration) systems and the IVR (Interactive Voice Response) technology. The calls that are coming in are enabled to get distributed intelligently by using this method.

When a customer calls, he first may get to interact with the IVR or may not. With or without IVR, the caller is first offered the option to resolve the issue on a self basis or through the use of an automated system; where manual intervention is not required.

However, if the caller is required to speak to a live agent, ACD takes over.

• ACD systems can consider the incoming number, call volume, and other aspects, for making a decision.
• The decision can be based on the agent’s availability, the volume they are handling, or based on any other criteria specific to each organization.
• It then automatically connects the call to the selected agent.

Difference between IVR and ACD

1. IVR may or may not be part of the ACD System. 
2. In IVR, the caller is offered options to select a desired department or function. In Automatic Call Distribution system, however, it is the system that intelligently decides to route the incoming call.

Advantages of using ACD

ACD systems have proved to provide better customer satisfaction that businesses across the globe that utilize contact centers have implemented ACD to improve their customer experience. Some of the benefits of ACD are:

• Speed – It is so far, one of the fastest technologies in the domain of customer services. The system responds within seconds to pre-qualify the call. This way, the caller’s wait time is drastically reduced and improves the responsiveness of your business. Not only do you have lesser chances of losing out on a lead; you can impress the customer with a speedy response.
• Enhancing the productivity of your employees – Businesses need to realize that the Automated Call Distribution method not only is a boon for your customers but also your internal agents. This is primarily because the caller is put directly onto the agent who has the expertise in the required domain. Thereby, no time is wasted in first apprehending the issue and then deciding who the right person is to take the call.
• Reduction in downtime – Another major benefit of the ACD system is that the business resources are used to the optimum extent with only such agents getting the calls who are equipped to answer and resolve the queries. The call handling is done faster, which helps improve the call resolution rates – this is a critical factor for organizations that are focusing on improving their customer services. 

Overall, the use of ACD helps in the overall improvement of the use of company resources and thus, offering a professional and consistent experience to the customer.

Application of ACD

1. Automatic Call Distribution system works exceedingly well for call centers. Since call centers are focused on streamlining the external communication system of an organization, ACD helps in reducing downtime, putting callers on hold, or disconnecting the call.
2. ACD is a technology that is boosting the banking sector. Banks, as we know, have departments and sub-departments and handling customer queries is a big-time concern area for banks. ACD can do wonders by connecting the right caller to the right agent or department.
3. ACD is a big help for the Supply Chain departments. The system helps in making the collaborative efforts between the logistic chain, the delivery units, suppliers, employees, and customers efficient and productive.
4. ACD proves to be a blessing for Emergency Services like paramedics, police, fire-fighters; and so on. This is one department where the response needs to be critically urgent. ACD rises to the opportunity strikingly well because the system is smarter and the response times are shorter.

Interactive Voice Response or IVR is a technology that facilitates interaction between humans and computer systems through voice or DTMF tones of a touchpad. IVR comes into the picture at the time of the very initial interaction between a customer and the host company. Here, the computer uses this technology to streamline the customers’ problems and direct them in the right direction before any human help steps in. 

The technology of IVR is used these days in a lot of areas ranging from banking, purchases, retail, travel, utilities, and multiple other services. Such customer engagement is brought about through the contact center services that a company establishes. Keep reading to explore the top ten benefits of having an Interactive voice response system in call centers.

Enhanced Perception of the Brand Itself

A very important part of having a strong brand image is the experience provided to the customers. IVR steps in at the very first stage of customer engagement where the customers try to convey their issues to the company for the first instance. Interactive Voice Response helps to build a strong and professional impression here by making the process easy and interesting for the customers.

Better Growth of the Contact Center in its Metrics

The deployment of Interactive Voice Response technology has helped contact centers in improving their metrics. These metrics include many factors like average answer speed, average handle time, rates of call abandonment, first call resolution, etc. IVR has helped contact centers to come out on the better side of these metrics.

Providing a Personalized Experience to the Customer

IVR provides an arrangement of “self-service” where even though the computer is directing a customer to the right place, the customer feels that he has been helping in solving the problem or at least half of it. This personalized experience leads to a better relationship building of a brand with its customers.

Easy and Quick Problem Solving

IVR detects the problem customer is facing and directs them to a particular department in the company. This ensures that the customer is in the ablest hands to get that particular problem solved, resulting in increased customer satisfaction.

Cost Reduction for the Company

In a calling arrangement where the receiving party has to pay for the call, companies should realize that every second that the customer spends on the phone is costing extra money. Optimization of the query handling time with help of IVR leads to better savings and cost reduction for the company.

Enhanced Productivity in the Workplace

In traditional methods of customer service, a lot of time had to be spent by the contact center operators to first figure out the problem and then to direct the customer to the right place. Now with IVR, all of this hassle is gone as more time is spent on solving the problem rather than figuring out where it exactly lies.

Increased Ability to Hold High Incoming Call Volumes

When IVR is used to direct callers, then a greater number of calls can be handled at the same time. Since customers transfer themselves in this arrangement, there is a decreased wait time for the callers and more number of calls can be answered at a time.

Be Able to Create Priority Based Lists of Callers

Interactive Voice Recognition Technology systems allow brands to organize calls on the basis of a priority list of customers. Integrating IVR with systems such as Automatic Call Distributors further increases the quality of customer experience when one dials into a contact center.

Monitor Better and Make Data-Driven Decisions

IVR helps to organize and record all kinds of data that the company can monitor to have better insights about the functioning. These insights can be used to make monumental improvements based on a lot of factors like customer preferences, commonly faced problems, rearrangement of the interface, and other such things. In these cases, knowledge derived from the data is very important to build oneself to the needs of customers.

An impression is What Matters

Small companies many times use IVRs to create an illusion for the customers that the company is larger than what it actually might be. The professionalism and the multiple options provided about various departments and such create a certain sense of awe and trust in the minds of the customer about the service that they will get.