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Major Benefits Of Using Automated Call Routing Rules Of A Call Center Solution
A call center solution is often used to handle inbound calls in call centers or companies. These inbound calls can be of customers seeking support from the customer care team or prospective clients looking for answers to their queries. Even if omnichannel contact center solutions are available in the market, which supports different communication channels, still, calling is popular. As per a survey result, more than 50% of customers and prospects prefer voice calling over all other modes of communication. Therefore, it is still an important mode of communication.
A call center solution offers automated call routing rules, also referred as ACD (Automated Call Distribution). A call center solution can have multiple ACDs. Some of the common ACDs are listed below:
• Sticky agent
• Skill based call routing
• Round robin call distribution
• Call routing to the agent with the least talk time
• And many more
Each of these automated call distribution rules will have a different model to route the call to the agent and each one of them has some specific advantages. In this article, ...
... I will share the top advantages of using ACD, regardless of the fact, which automated call routing feature you use.
Key benefits of using ACD:
1. No need of a dedicated resource to route the calls
If the process of connecting a customer or prospective client to the agent was manual, then there would be a dedicated person, usually called an operator. The operator needs to attend each call and then transfer it to one of the agents. As you can sense, it would be a time consuming, cumbersome, and slow process.
ACD of a call center solution removes the need of an operator. The automated process not only saves money on the resource, but also speeds up the whole process.
2. Increase efficiency
The ACD rules of the call center software will have the highest efficiency in attending and routing the call to the right agent even when it is attending the call number 11256. Moreover, it will never make a fumble in following the ACD rule. For example, a skill based routing assures that the customer gets connected to the most skilled agent without a miss. It increases efficiency and it is 100% reliable.
3. Increase customer satisfaction
This feature of a call center solution makes the whole process highly professional and completely streamlined. The customers hear the music on hold while waiting in the call queue. The ACD assures the customer or prospective customers are catered professionally. They also get connected to the right agent. This increases customer satisfaction.
4. Increase agent productivity
A call center solution and its ACD rules automate the whole process of connecting a customer or prospective client to the agent. It always connects customers to the right agents. This helps agents to handle each call more professionally and easily. This increases agent productivity as they can simplify the complicated task of handling customer concerns. Agents will also save time if they get the cases they are apt in resolving. This will increase agent productivity amazingly high.
Author works in a company that offers a cloud call center solution with advanced features. The company also offers integrations like call center CRM integration, call center WhatsApp integration, call center Twitter integration, etc.
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