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Automatic Call Distribution (ACD)

Time is valuable for you and callers both! Hence, monetize it in the best possible way by routing callers automatically to the right agent sitting in different departments like sales and marketing, billing, logistics or customer service. To help you with, Fonebell offers reliable and scalable Automatic Call Distribution (ACD) system. Take a tour with our ACD functionalities.

Automatic Call Distribution (ACD)

Skills-Based Routing

Increasing the first-call-resolution rate and reducing caller turnover (repeat callers) is the need of the hour, and with Fonebell ACD you can realize that without any stress. Direct callers to agents having pre-set skills, product/service information or customer information and optimize your workforce performance.

Intelligent Blending

Do unlimited with limited and increase ROI (return on investment). Yes, leverage the flexibility of our ACD system, and on the fly shift your agents between inbound and outbound operations based on demand, strategy, and call volume to stay more responsive to callers even in the peak hours.

Call Priority

Though every call is significant, based on circumstances and status a few calls need immediate attention and resolution. For instance, you can’t expect patience from a caller who lost his debit or credit card and want its concerned bank to block it urgently. Hence, based on your business model, set call priorities to ensure your callers feel being cared and pampered.

Data Driven Routing

Data is an important business asset, and to respond callers instantly and appropriately it is must for your call center representatives to have quick and easy access to it. We help you integrate all your data repositories like CRM, Ticketing, or Workforce Management system with Fonebell ACD to let you drive productivity and growth.

Queue Callback

Don’t let your callers suffer in the queue or on hold. With Fonebell ACD, give them the option to go for a call back, if they want. This will not just lower the call volume pressure but also the level of frustration in callers that erupts when problems are not addressed in time. However, make sure that your people call the customers back to provide the intended solution.

Location Agnostic

Have call center operations dispersed across different territories? No issue, because with a single Fonebell ACD, you can route your callers to the desired location, department or agent having the right capability and information. Thus, cut down operational expenses linked with setting up a different premise-based call management system for every location.

Intelligent Call Routing

Empower your call center managers or supervisors with the right set of call queue management tools to ensure maximum utilization of your contact center’s resources. Help them monitor extensions and agents with respect to protocols including wait time, idle time, and CSAT, and ultimately improve the collective call center’s performance.

Invariably, with all these capabilities, Fonebell ACD System can help you to successfully combat the call abandonment problem responsible for taking the opportunities away from you to your competitors, weakening customer satisfaction and diluting customer loyalty values that collectively reduce ROI.

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