The Advantages of Automated Call Distribution

With busy time schedules customers want immediate solution to their problems. One does not want to wait for the call to be diverted to some other persons before reaching right person. Advanced technology provides call centres with Hosted ACD (Automated Call Distribution) and Auto dialer solutions for swiftly connecting to the person adequately qualified to assist customers.

Hosted ACD systems allow users connectivity with your company by many means like instant messaging, telephone, e-mail and text messaging. You can utilize ACD system to help the company smoothly integrate many channels with your customer service and react to the consumers as per their requirements.

With installation of Hosted ACD solution, call centre will –

•           Ensure timely handling of calls, concerns and queries

•           Respond to customers economically

•           Collect huge data concerning customer base

•           Assist in completing purchases without phone call

Multichannel Hosted ACD solutions will be able to –

•           Route emails, text messages and calls to idle representatives

•           Provide forecasting

•           Assist in monitoring customers and agents in real time.

•           Deliver reports

Solutions also have the facility of blending inbound and outbound calls. During heavy rush important calls may be routed to reps of outbound customer service. If waiting period remains long, agent will be asked to contact customer thereby ensuring effective service.

Integrating Hosted ACD system into technology package will provide substantial advantages. Company can use agents effectively and customers will not be required to bounce from one agent to another. This will reduce expenses and improve customer service.

Read more about Hosted ACD systems and Hosted ACD http://www.promero.com/.