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Solutions - Automatic Call Distribution
Maximize Customer Service by utilizing ACD. We know that your calls need to be efficiently answered, especially when there are more callers then there are staff members, ACD is the solution. Detailed information both real-time and historical, provide managers instant feedback and immediately improve customer service and productivity. ITC provides robust ACD solutions that can include the following useful features:
Equal Call Distribution - When calls ring in, they are automatically routed to the next available agent that has been idle for the longest period of time. This ensures calls are distributed equally.
Real-Time Reporting - Supervisors can monitor all aspects of the call center in Real-Time. Information such as the number of calls that are in queue, the longest call in queue, how many agents are available and whether or not they are on ACD calls may be monitored. Other critical data that may be obtained with ACD includes the number of calls answered, the number of calls abandoned, the average time to answer, the maximum time to answer, the average talk time, and many others. This important information is continuously updated and delivered.
Calling Party Identification - Perhaps the same individual will handle calls designated for multiple companies or departments. ITC can program the System so that your Agents can identify the type of call before answering. This would allow the same Agent to provide different and appropriate salutations. i.e. “Technical Sales Support. This is Kelly. May I help you?” or “Service Department. This is Kelly. May I help you?”
Supervision and Assistance - ACD Supervisors can monitor and assist ACD Agents {those employees that take ACD calls} with or without the outside party being notified. This feature allows Supervisors to listen in and assist their Agents without the other party hearing them. Also, by simply pressing a key on their telephone, an ACD Agent can request help from their Supervisor while on a call. In fact, Supervisors can monitor and aid agents while roaming throughout your facility by utilizing one of ITC’s provided wireless telephones.
Historical Information & Reporting - Over 100 report templates can be customized to help identify and forecast trends and effectively manage call center activity.
ITC provides full turnkey solutions with complete installation, programming and training of your staff. Talk to an ITC representative today to discuss your telecommunication requirements. Contact ITC for more information about this or any other product or service.
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