|
Designed to answer, queue, and route incoming calls, the Automatic Call Distribution (ACD) is the foundation for inbound calls. This system is able to process more calls than a human agent ever could. It recognizes and answers an incoming call; it looks in its database for call routing instructions. It connects the call to an appropriate call agent, depending on its instructions. If no agent is currently available, the ACD system can send the call to a recording or voice response unit, where a caller might hear a customized message, on-hold music, product offerings, or a message stating the importance of their business. This automated ACD system is designed to maximize the amount of time an agent spends actually talking to customers. Call distribution systems typically provide some level of reporting on call and agent performance. Optional tools for inbound calls include: fax-on-demand, interactive voice response (IVR), and audiotex libraries. Automation enables the call center to provide instant responses to frequently asked questions. This frees call agents to focus on more complex customer requests.Web Design - Small business custom website from EverestWebDesign.com. Rich Christiansen - Management metaphors at RichChristiansen.com. |
Automatic call distribution
