Improve customer satisfaction with automated call distribution in your contact center

Automating the call distribution process means that customer calls are effectively routed to the relevant agents and business departments. Here is how that contributes to improved customer satisfaction.

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Improve customer satisfaction with automated call distribution in your contact center

Get in touch with us for more

Automated call distribution systems are one of the most common forms of technology used within CCaaS environments. In 2021, ACD systems shared 22% of the CCaaS market revenue share—a significant portion of the market.

With these automated systems offering increased productivity, simplifying workforce management, and enabling voicemail - among others -, they are quickly becoming one of the most versatile and impactful features for improving CX delivery in CCaaS operations.

Here is how ACD systems contribute to improving customer experience and satisfaction.

How automated call distribution improves customer satisfaction

A properly set up automated system for call distribution can contribute to improved customer experience and satisfaction in various ways. Here are some notable examples:

Reducing wait times

By routing the customer call immediately to the relevant agent or department, customer wait times can be cut down significantly, which means that they spend less time on the call overall.

Improving resolution times

With an ACD, you can route specific calls to the most suited agents, improving both resolution times and rates to ensure that the highest number of customers are satisfied in the lowest times.

Collecting caller data

ACD systems can collect relevant customer data—allowing agents to fully understand the common issues faced by customers and address them faster, which contributes to a better experience.

Planning capacity needs

The data collected from the ACD system can be used to track call volumes over time so that you can determine how many agents are needed during a particular period to avoid inefficiencies.

Conducting smooth transfers

Automated call distribution helps enable smooth transitions between individual agents and departments, which results in a smoother, uninterrupted customer journey—improving satisfaction.

Get the most out of your ACD system with CCaaS configuration automation

Setting up an automated call distribution system takes time, resources, and expertise.

A CCaaS configuration platform can streamline this process by enabling efficient configuration management, real-time insights, data-driven decision-making, and compliance with standards and regulations.

This is precisely what Blackchair Symphony provides.

Optimize and simplify CCaaS configuration operations with Blackchair Symphony’s auditing and automation capabilities.

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FAQs

What does automatic call distribution do?

It is an automation technology that enables you to route the calls your contact center receives to predetermined agents or departments so that their queries can be resolved quickly and efficiently.

What is the difference between ACD and IVR?

IVR is the customer side of things, where the caller gets an array of options to choose from when contacting a business. ACD is the backend tool that routes callers to the relevant agent or department.

How can an ACD system be set up in a CCaaS environment?

First things first, you should configure the ACD system by identifying the callers and their potential needs, and the best-suited agent or department to address them. Then, you can route the call to the appropriate agent/department, integrate it with other features, and test, monitor, and optimize as needed.

Deliver a seamless customer experience through CCaaS operations optimized with Blackchair Symphony

Blackchair Symphony is among the foremost cloud contact center management solutions to facilitate a more productive, efficient, and transparent CCaaS operating environment through its configuration auditing and automation capabilities. Elevate your CCaaS operations with Blackchair Symphony.

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