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Business Phone Systems for Customer Service Use ACD for Maximum Efficiency

Business phone systems for customer service require advanced features that allow the system to automatically distribute the calls based on caller selection or call volume. To give your customers a positive impression, phone calls should be routed professionally and quickly. When a customer has a concern or question you don't want them to become more agitated through faulty call routing. This leaves them with a bad taste in their mouth where they feel their needs are not being addressed.

Customer service should be just what it says, that you're there to serve the customer and ensure that they have a positive experience. This means that calls that are coming into a customer service center should end up where the customer expects. Through the use of ACD, or automatic call distribution, calls can be routed based on many factors. Skill-based routing, involves routing calls to specific agents based on their knowledge level and the nature of the call. As an example, if you have a group of customer service representatives that are very knowledgeable in the area of product return, you would want them to get all of the product return calls first. As a backup, you would then have other employees that perhaps were not as knowledgeable answer calls during peak periods where customer wait time might be excessive. They might not be as knowledgeable, but they would reduce the amount of time that your customers will sit in a hold pattern waiting for the question to be answered. This allows the most efficient use of current staff while keeping costs down.

Automatic call distribution is set up with the use of hunt groups or skills. Each skill is set up for specific areas of the business such as customer service, product returns, or sales calls. Using toll-free routing, a customer calls the toll-free number which terminates in the business phone system. The phone system then routes the call to the hunt group or split skill. Based on the set up of the hunt group, the call is then delivered to an agent to be answered. The phone system can deliver the call to the agent based on which agent has been off the phone the longest, in a specific order, or based on skill levels assigned to a particular agent. This versatility and flexibility insures that calls are handled as efficiently as possible and also minimizes the wait time for the customer while allowing the agent to handle the call in the fastest way possible.

Hunt groups provide a way for multiple calls to run concurrently and to be delivered to agents when one becomes available. The phone system handles the amount of time that the customer waits before hearing a hold message. After the hold message, either music on hold or an informative message can play before the hold message is heard again. This process repeats itself until an agent becomes available. The phone system is designed to continually check for available agents and to play music and messages until it can transfer the call.

Giving customers a way to find answers to questions without interaction with an agent is another way to minimize staffing needs. The use of a VRU, or voice recognition unit, allows customers to use an automated system to answer their questions and give them access to an agent if needed. Many calls coming into a call center are of a general nature and could be handled with the use of recordings. Providing information such as a mailing address, physical address, or hours of operation can all be done by simply having announcements that are available for the customer to hear. Since these calls would normally be answered by an agent, the call volume being handled by agents could be reduced by a significant amount. Calls that might be of a more advanced nature, such as requesting an account balance would require that the VRU interface with an outside system. A sophisticated phone system could then reroute these calls out to hunt groups or split skills if the customer requires further explanation from a customer service representative.

Another major advantage to an automatic call distribution systems is one of reporting. The reporting features that are included in most ACD systems can help you determine areas where either more staffing or training is needed to improve wait times and the length of the calls. Having this information will improve efficiencies and the skill levels of those employees who are taking customer service based calls. This technology is also advantageous when trying to make first contact with potential clients. Used in conjunction with a predictive dialer, automatic call distribution addresses all inbound and outbound calling needs.

If your business involves operating a customer service center or other call center environment, then automatic call distribution is an obvious choice for receiving calls. Not only does it make the most of your current staffing resources, but also allows you to identify areas where improvement is needed as well as repeat processes that are currently successful. Business phone systems for customer service that use ACD to route calls are an industry-standard and provide the best value for routing calls in a call center environment.

I suggest you take the time to visit the website of Steve Mike levy at http://www.BusinessPhoneSystemsfinder.com and learn more about the changing world of Business Phone Systems.

If you're looking to purchase an Office Phone System you may also receive access to instant price quotes at: http://BusinessPhoneSystemsfinder.com/voip_systems_business_office.php

Article Source: http://EzineArticles.com/?expert=Steve_Mike_Levy

 

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