Automated Call Distribution is basically a portfolio of call management features that work seamlessly alongside each other to deliver inbound calls to a call center agent best equipped to deal with the call. When you consider the expense that goes into operating a contact center, particularly in a competitive marketplace, it's easier to recognize the importance of improving your automated call distribution services as much as possible.
At talkbase, we focus on the various factors that need to be assessed during a call center experience, to ensure call distribution is done well. That means thinking about overflow situations and targets, the call assignment process, the availability of operators, and the composition of operator groups. We also concentrate on issues such as priority, and opening hours, too!
Scanning the console for opening hours and other essential criteria before routing and directing calls according to a pre-defined assignment methodology means that call centers become more efficient, and customers can be more satisfied
. With that in mind, we'll delve a little further into some of the things you can do to improve automated call distribution.
1. Percentage Based Call Routing (Overflow Situations)
Now that many large organizations are operating contact centers through multiple locations, and even in various countries, it's important to make sure that each agent in your workforce receives a volume of calls that they're equipped to handle. Percentage-based routing and solutions to deal with overflow situations where calls are organized according to importance, can help you to make sure that you deal with the most vital communications first - limiting loss in the form of ended calls and angry customers.