|
Every time a call comes into a business,
it is an opportunity. And opportunities can be
missed if a caller is transferred from one
extension to another, getting nothing but
on-hold music or a standard voicemail message.
With ACD (Automatic Call Distribution), an
inbound caller can be transferred to the
requested primary destination (let's say Sales),
but if there is no one available at that
destination the system will automatically route
the call to someone else to pick up the phone.
That way, if Sales is busy handling other calls,
the call could be routed to someone in Customer
Service (who might be able to address the
customer's question anyway).
When combined with an Interactive Voice
Response System (IVR), an inbound caller can be
directed through a series of prompts to the
representative with the best knowledge base to
address the situation. If that person is
unavailable, the call will go to the second most
qualified person in order of priority. And all
of it is completely seamless, with the caller
thinking that the call was connected to the
right person almost immediately.
Regardless of your job responsibilities
or interests, there's a Non-Traditional
Call Center article just for you.
Select the article below that's most appropriate
for your interests: |
