call center

What is the Function of an Automated Call Distribution System in a Call Center Environment?

by Josh Biggs in Marketing on 11th May 2019

Call centers have the reputation of being busy, chaotic, and loud environments, hostile to personal and helpful direct communication. While this may have been the case before cloud-based strategies began to be adopted by many large tech companies, the expectation of quality has increased.

Consumers increasingly prefer quick and easy contact center communication, such as chatbots, but those who still pick up the phone understandably expect to feel heard and valued as they explain their issue. If a customer has to wait for an excessive amount of time for their call to be directed or routed to the necessary department, they are likely to give up or review your company negatively.

Of course, we have all been in the customer’s shoes at some point, when faced with a challenging issue we need immediate support for. Calling tech support about a frustrating dilemma is never exactly a pleasurable experience or anyone’s idea of a good time. This is why millennials, who grew up in the digital era and oversaw the rise of text-based communication, overwhelmingly prefer chatbots to speaking to an agent on the phone.

However, a certain amount of demand has grown for a more personal and hassle-free time on the phone with call center agents. It appears that consumers have taken note of the difference between large corporations and midsize enterprises, and the difference lies in automated call distribution. Automated call distribution, or ACDs, assure that a customer’s call, chat, or message to your call center will be a smooth and efficient experience. Here are a few ways that ACD features help streamline operations at a call center.

 

Omnichannel communication

Amazon and other massively successful corporations have implemented omnichannel communication, a method of seamlessly integrating multiple channels of conversation into one to ensure that even if a call is dropped or a customer calls back at a much later date, their personal information is stored. It is relatively rare for an Amazon call center experience to feel impersonal or confusing.

On the other hand, a business still operating on the less integrative multichannel communication system is likely to receive poor ratings and reviews if a call center agent fails to direct a call, a call is dropped, or a customer’s information is lost.

Multichannel communication is the reason most customers hate contacting support, but in spite of a widespread distrust of call centers in general, only 2 percent of businesses have upgraded from this outdated technology to a cloud-based omnichannel system. Cloud-based omnichannel solutions can enable any call center to operate with the tools used by the largest corporations in the world.

 

Predictive dialing

Algorithms provide a solid foundation on which to build a successful business, and giants such as Amazon are aware of the benefits of computer science used in a call center environment. Particularly in call centers that engage in cold calling practices, predictive dialing is one of the most advantageous methods to communicate to a narrowly focused range of clientele.

While we have predominantly discussed the advantages of predictive dialing on inbound calls, outbound calls are managed more effectively this way, too, as outbound agents are able to field calls with shorter wait times. This not only speeds up the process, but allows agents to move swiftly on to the next cold call. Call centers using automated call distribution have notably higher productivity rates.

Algorithms rely on mathematical data to predict call fielding, and unlike the human brain, they are less prone to error. Automated call distribution enables contact center agents to increase productivity at both individual and collective levels, handle call control, and manage call distribution. Incoming calls are routed seamlessly to specific agents and departments, enabling seamless cloud-based communication that only contact center communication software can provide.

Call centers have dramatically evolved from what they were before. With features like omnichannel communication and automated call distribution, it’s never been easier to implement an efficient call center solution that improves productivity and satisfies customers.

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