Companies can select among these call distribution types by considering the features of the businesses. Moreover, different types of call distribution can be considered to direct callers to agents. In this step, the information about callers that are collected in the previous steps is used. The last step is the distribution of callers to appropriate call center agents. In addition to these order factors, there can be VIP callers, and these callers get the priority to reach a call center agent. The order of callers in the list is determined by callers’ status, waiting time, query, and so on. With the consideration of the availability of agents, a waiting list which covers callers is prepared in the second step, so this step is called call queueing. With the help of Caller ID Systems, ACD can decide the most appropriate agent who can deal with the caller’s issue. Also, Caller ID Systems can be used in this step to perceive important details about customers, such as their language and location. Caller Information and Identificationįirstly, the goal of the customer for calling the center is detected with IVR. The last step is call distribution in which the callers are distributed to appropriate call center agents, and different types of call distribution can be considered in this step. The second step is call queueing in which a proper waiting list of the callers is established. The first step is caller identification in which necessary information about the callers are gathered. The work process of ACD can be explained in three steps briefly.
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