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Benefits of automatic call distribution (ACD): II

1. Shorter response time:

One of the most important benefits of ACD is short response time. This call distribution system is highly capable of identifying VIP callers who have a reputation of high-ticket transactions. Since, the ACD system filters the calls on predefined criteria, these calls get answered more readily by the agents and in cases of non- availability of agents, VIP calls are placed first in the queue. In addition to all these benefits, a caller can also opt for a call back instead of waiting in the queue that further improves call handling.

2. Cost reduction and resource optimization:

In ACD, the call is transferred to the most appropriate agents such that the customer can get his query resolved without transferring him to other agents or departments. This reduces the time taken to answer a call and hence reduces cost-per-call of the call center. It enables the agents to use their expertise in solving the problems of a caller rather than indulging in activities that are outside their scope. ACD acquires usage data which enables the managers to assess KPIs and optimize resources more efficiently.

3. Enhanced customer contentment:

Callers hate it when their call is transferred to a number of agents with none of them having the solution to his/her problem. As a solution to this problem, ACD provides an option to receive an agent call back. This facility reduces their pain of waiting in the queue. For this purpose, pre-built messages are sent to callers with estimated wait times based on the length of the queue and agent availability. Moreover, automatic call distribution system aids in delivering highly responsive customer service that channels each contact to the right queue and agent resource and creates better business outcomes. This further leads to increased customer contentment.

Benefits of automatic call distribution (ACD): I

So far we have discussed about automatic call distribution system, its features and its integration with the IVR technology. Apart from its mind blowing features ACD offers a number of benefits that are extremely useful in increasing the efficacy of any organization. Let’s take a look at some of those benefits:

1. Deeper understanding of customers’ needs:

Automatic call distribution system is highly efficient. However, upon integration with CRM and other communication platforms such as social media and live chat, it allows the agents to have a smarter conversation with the customer by understanding their needs thoroughly. ACD enables the entire team to view all the past communications and history of the customer on a single interface which is easy to update. This further enables call conferencing and transferring to different departments with customer’s data on their tips.

Better understanding of customers' needs — Better understanding of customers’ needs

2. Impeccable call routing:

Automatic call distribution system follows an algorithmic approach that analyzes vital caller statistics such as caller ID, area code and IVR specifications to assign the call to the most appropriate agent. This enables the contact center agents to reduce the possibility of errors, call drops and call transfer to wrong agents. Thus ACD provides an impeccable call routing or skill specific routing which improves the efficiency of the entire system to a great extent.

3. Improved agent efficacy:

When ACD is employed, agents are directed to handle calls for which they are trained. Since they have expertise and the required subject knowledge to handle a customer this increases their confidence in dealing with a call and also improves their productivity. Moreover ACD provides them access to the caller’s information before answering the call, which results in a meaningful discussion. This further leads to customer satisfaction, strengthens customer relationships and increases loyalty to a large extent.

Capabilities of automatic call distribution system

Automatic call distribution refers to the process of routing incoming calls to the most suitable agent who can answer the caller’s need appropriately. Moreover, it comes pre-integrated with a Computer telephony integration technology and an IVR that provides the options of self-service and helps in reaching the appropriate department directly. ACD is a highly capable technology. Some of its capabilities include:

1. Skill-Based Routing :

Skill based routing means that incoming calls can be routed to the specific agent or department based on pre-determined criteria. In other words, the call is routed to an agent with appropriate skill-set and who can address the customer’s needs properly and efficaciously.

2. Quick responses to VIP Callers:

Some of the callers are regarded as high value callers based on pre-determined info. With the help of ACD, such callers are immediately routed to the most appropriate agent. In cases of non- availability of agents, they are placed first in the waiting queue.

Immediate responses to high value customers

3. Meaningful and valuable conversations with the customers:

CTI stands for computer telephony integration. Upon integration with CTI and skill-based routing, ACD allows agents to view the customer’s information such as past communications history, before they answer the call. This results in a very meaningful conversation with the customer.

4. Route calls to agents at different locations:

ACD has a provision for connecting agents at multiple locations. In other words, it can easily route calls to agents sitting at remote locations. Therefore, all the agents working in different geographies can function as a single team.

5. Call-back Feature:

With ACD, callers can opt for call back instead of waiting in a queue. Due to this facility, the callers do not have to wait and as soon as an agent is available, he calls back immediately.

6. Upgrade agent coaching processes:

Call center managers can go for call monitoring, whispering and call barging with the aid of automatic call distribution system. This can help in upgrading agents’ skills by leveraging the call monitoring facility.

Utilizing call monitoring to coach agents

ACD and its integration with IVR technology

As discussed earlier, IVR is a technology that allows users to obtain information from a phone system without the assistance of an operator. On the other hand, ACD technology automatically routes calls to phone agents based upon organizational rules.

ACD stands for automatic call distributor or automated call distribution system. It is a device or system that distributes incoming calls to a specific group of terminals or agents based on the customer’s selection, customer’s telephone number, selected incoming line to the system, or time of day the call was processed. In most cases it is a part of a computer telephony integration (CTI) system.

ACD system is meant for routing incoming calls which employs a routing strategy that determines how the calls are handled inside a system. This strategy is a rule-based set of instructions based on an algorithm that determines the best available employee or employees to respond to a given incoming call. Additional data are solicited and reviewed to find out the customers’ requirements and help make a match accordingly.

Integration of ACD and IVR technology:

After IVR and call distribution integration the system works as follows:

i) ACD system uses the DNIS (Dialed Number) to check the necessary rules for processing a call on the number as soon as it receives a call.

ii) Further an associated IVR program is invoked by the ACD.

iii) The IVR client process then invokes a server process on the application server and starts a two-way communication with the respective IVR Server.

iv) An IVR program controls the flow of the IVR script by prompting the caller and requesting key input or directing the caller to another ACD call routing path, extension, or voice mail.

v) The respective IVR program can perform customer information lookup, transaction processing or initiate outbound calls and prompt the called individual with the same messages and accept phone key input from this individual as well. Hence, the caller and called individual can be connected.

Incredible benefits of IVR technology: III

1.Faster problem resolution:

IVR system offers a faster problem resolution. When this efficacious system is employed, it routes the callers to the best employee to service their needs, questions are often answered and problems are resolved in the initial attempts. This further results in an improved customer support system and contented customers.

2. It reduces the cost of operator talk time:

IVR helps cut down on answering service talk time as well. Using front end IVR with your answering service means giving callers the opportunity to service their own needs or promptly transfer themselves to the right person which further leads to the reduction of the cost of operator talk time.

3. It exempts call transfers and saves time:

Since the callers are always directed to the most capable agent or most appropriate department, so the probability of instant problem resolution is high. Moreover, the agent who receives the call will be more qualified to answer the caller’s question and will be less likely to transfer the call to another agent. Hence, IVR systems prove to be real time saviors.

4. It improves the quality of customer service:

As a matter of fact, the agents working in a company that uses an IVR are more proficient at solving specific problems and meeting specific needs of the customers that they are assigned. This results in an increase in customer service efficiency.

5. It boosts the inbound call capacity:

With the aid of IVR, more calls can be answered simultaneously. Unlike the traditional reception, where there is a flurry of please holds or funky hold music while customers await transfer, IVR technology encourages a speedy problem resolution. It allows for a higher call volume and eliminates the need for additional reception staff, and its low cost means a higher ROI.

Incredible benefits of IVR technology: II

1. It encourages automated customer service:

Automated customer service means that customers are enabled to solve their own problems and obtain the required information without speaking with an agent. Therefore, IVR systems simplify the customer service by automating it.

2. It enables handling of large call volumes:

Companies are allowed to easily handle high call volumes with the help of IVR systems. By employing this technology, callers are automatically directed to the most appropriate agent or department or they have to wait in a queue when all agents are busy. Another solution for such instances is that the systems allow the caller the option of having an agent return their call rather than wait in a queue.

3. It helps keep customers happy:

Different customers have different preferences. For example, some would prefer to get the answers they need by interacting with a recording rather than speaking to a live person while others may insist on it. IVR systems let the customers have whatever they require, thus, keeping them happy.

4. It helps create a sense of professionalism:

In case of startups and smaller companies IVR technology can be used to make the company appear larger than it actually is. Moreover, IVR prompts can be configured so as to allow callers to talk to sales, support, marketing or technical support, etc. They will be routed to the person on your team assigned to answer all of the calls, regardless of the department they choose. In other words it helps create a sense of professionalism that can help impress the customers.

Improve company's image — Improve company’s image

5. It reduces operational expenses:

IVR systems are very affordable as they replace a receptionist or a customer service agent who answers calls and directs calls to agents. This in return increases efficiency and reduces operational costs which further results in a huge ROI.

Incredible benefits of IVR technology: I

As mentioned earlier IVR technology refers to an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipient. IVR is a simple and efficacious system that will significantly reduce costs and increase efficiency within any company. It has to offer a number of benefits to the organizations employing it. Some of those benefits have been listed below:

1. It helps attain valuable information about your customers:

IVR technology helps collect information about customer’s needs and transfer calls to the most appropriate agent or department depending on their IVR input. Making use of technology to direct calls, reduces the probability of the caller being transferred to the wrong agent or department, hence, increasing the efficacy of the entire system.

2. It aids in an increased productivity:

Directing callers to the perfect department or agent to address their issues exempts the wastage of time. It also means that there won’t be any sort of confusion in finding the right answer or transferring the caller around for a query resolution. Thus, it would lead to more problems being solved in lesser time.

3. It has a provision for personalized greetings:

IVR technology allows you to record any sort of personalized greeting you want, and include the appropriate prompts to transfer callers to the corresponding department.

4. It exempts any sort of errors:

Since an IVR system does not require a receptionist for answering your calls, so, there is no chance that in the hundreds of calls received daily, a couple of them will wind up in the wrong place. Error exemption is yet another benefit provided by an IVR auto attendant.

5. It allows the usage of pre- recorded messages:

Its not always preferable to use your own voice on the IVR. In such cases, you can use pre-recorded IVR messages to make your task easier.

Essentials and applications of IVR technology

IVR stands for Interactive Voice Response. It refers to a technology that allows a computer to interact with humans through the use of voice and DTMF ( dual- tone multi frequency) tones input via keypad. IVR technology is also employed in telecommunication systems where it allows customers to interact with a company’s host system through a telephone keypad or by speech recognition, after which services can be inquired about through the IVR dialogue. IVR systems can respond with prerecorded or dynamically generated audio. This directs the users on how to proceed further. A single large IVR system has the ability to handle calls for thousands of applications, each with its own phone numbers and script.

IVR and voice automation allows callers’ queries to be resolved without the need for queuing and incurring the cost of a live agent. IVR systems are employed for the following reasons:

i) to service high call volumes

ii) reduce cost

iii) improve the customer experience

In situations where callers do not find the information they require or need further assistance, the calls are often transferred to an agent. This allows agents have more time to deal with complex interactions, hence, improving the system’s efficiency. Dialled number identification service (DNIS) ensures the execution of correct application and language when an IVR system answers multiple phone numbers.

There are a number of fields where IVR systems find their applications. Some of them are as follows:

i) IVR systems are used in call centers to identify and segment callers. This allows the services to be tailored according to the customer profile.

ii) IVR systems are employed by banking institutions for customer engagement and to extend business hours to a 24/7 operation.

iii) Pharmaceutical companies leverage these systems to conduct clinical trials and manage the large volumes of data generated. In addition to this, they are also used for patient randomization, drug supply management and for recording patient diaries and questionnaires

Tips to reduce average handle time: III

1. Encourage agents to provide top- notch service:

Average handle time boosts up in cases where many customers are waiting on hold. Reasons responsible may be that agents get exhausted handling call after call and hence, slow down. This leads to customers’ dissatisfaction and hence frustration. Therefore, it needs to be dealt appropriately. One of the most efficacious method of doing so is to encourage agents to take breaks between calls and get refreshed from time to time.

2. Leverage call control:

Call control is a skill and can be taught to the customer support agents through specialized training. The nature of calls being received at a call center is heterogeneous. In other words, the content of a call may vary from customer to customer such that, while some might come straight to the point, others might go into irrelevant details before they come to the reason for their call. Therefore, it is extremely important for agents to remain focused and encourage customers to get back to the real point. Call control is a skill and can be taught and trained.

3. Make the most out of experienced customer reps:

As a matter of fact, nothing can beat the real, on-ground experience. Therefore, processes should be established leveraging the inputs of the most experienced customer service agents. Valuable experience can actually let the newbies know about the popular shortcuts and workarounds to achieve a target. On the other hand, managers should identify those agents who have a low AHT and discover what tactics they employ. Thereafter, these agents should be held as role models and be encouraged to share practical tips with others so as to improve their efficacy as well.

4. Access AHT data carefully:

As mentioned earlier, the nature of calls being received at a call center is heterogeneous. A variety of calls can be encountered there like some deal with billing while others may be related to accounts or general queries. As a matter of fact, AHT for all these are different, and thus an agent’s performance should take into consideration the nature of call handled by him or her. Therefore, the result for AHT should be analyzed accordingly. Similarly, if the marketing strategies or management decisions change, the impact should be calculated accordingly.

Tips to reduce average handle time: II

1. Inculcate short and pleasant customer greetings:

Visitors love being treated appropriately. Therefore, opening and closing greetings are critical to create a positive customer experience and also help in reducing average handle time. Whether automated or manual, it needs to be ensured that such greetings are short and pleasant. Instead of asking unnecessary questions, relevant questions should be asked such as “Hello Mr. ABC, how may I help you?”. Apart from reducing the average handle time, this would also instigate the customer to come directly to the point. Moreover, he/ she would definitely get impressed with the brand’s friendly attitude. Conversations can also be personalized by keeping the customer’s data up-to-date.

2. Ensure system efficiency:

Call center managers must ensure the system’s efficiency. In other words, every aspect of the system should be efficacious including the load time, number of window tabs that could be opened at one time etc. This is crucial because when system response time is slow, agents wait longer for their computer screens to refresh which adds unnecessary minutes to the overall call. Therefore, managers can take note of their system efficiency during the busiest hours of operation in order to employ strategies to reduce AHT. Moreover, the telephone lines should be up and running, with 100% voice clarity and multiple menu options such as mute/un-mute, record, etc.

3. Leverage knowledge repository:

The call center agents should be provided with necessary knowledge base so that they can quickly identify the relevant answers to some tough queries. Such that instead of thinking about the tough questions asked by the customers, the agents can quickly check the knowledge base to find the right answer, hence reducing the average hold time and eliminating customers’ dissatisfaction.

4. Make use of self service technologies:

Self service technologies such as the IVR technology helps in improving the efficiency of the customer support system. IVR collects basic customer information, presents answers to common queries such as address, hours of operations, and routes the calls to the right agent, which saves a considerable amount of time. Therefore, you need to make sure that your call center is equipped with an efficient call center software with features such as ACD, intelligent IVR system and skill-based routing. These self service technologies reduce the workload of the agents to a large extent.

Tips to reduce average handle time: I

Average Handle Time (AHT) refers to a call center metric that calculates the average duration of contact between a customer and an agent. This includes both hold time and talk time.

The formula for calculating AHT is:

Average Handling Time = (Total talk time + Total hold time + Total wrap-up time) /Number of calls handled

A low AHT indicates a good performance, while a high AHT signifies that the call handling technique needs improvement. Here are some effective tips that help reduce the average handle time to a large extent:

1. Set up regular training sessions for customer support agents:

Customer support agents should have a thorough understanding of the company’s products and services so that they are able to contribute towards conversions and also resolve queries instantly. Agents should be trained at frequent intervals in order to help them reduce AHT. This training should include educating them about the usage of the contact center software and tools such as CRM and chat to ensure that the call is answered in the lowest time possible leaving the customer satisfied. Moreover the agents should also know whom to contact in case of any doubt and from where to extract any relevant information.

2. Record all inbound and outbound calls:

Recording every inbound and outbound call makes it easier to assess the productivity of an agent and other issues that might affect his or her output. This can also be helpful in case managers are not able to review calls in real time such that they can always refer to the recorded version and get the desired insights. Moreover these calls can be leveraged to train the customer support agents and improve their performance. Making them listen to some of the good examples of calls wherein the customer’s problem was resolved and the handling time was less can help them learn valuable tactics for reducing AHT.

3. Tailor agents’ workflow and processes:

Tailoring agents’ workflow and productivity can help optimize their productivity. Managers should work hard to spot inefficiencies and work out strategies to eliminate them thereafter. One of the best method of doing this is automating all their manual tasks so as to minimize their busy time and hence reduce AHT.

Tips for reducing average handle time: I

Average handle time (AHT) refers to a call center metric that calculates the average duration of contact between a customer and an agent. It includes both hold time and talk time.

The formula for calculating AHT is:

Average Handling Time = (Total Talk Time + Total Hold Time + Total Wrap-up Time) /Number of Calls Handled

Therefore, a low AHT indicates good performance, while a high AHT signifies that call handling technique needs improvement. Here are some tips that can be considered in order to reduca the average handle time:

1. Set up regular training sessions for customer support agents:

Customer support agents should have a thorough knowledge of company’s products and services so that they are able to contribute efficiently towards conversions and are also able to resolve customers’ queries at the earliest. They should be trained at frequent intervals in order to help them reduce AHT. All the agents should be aware about the usage of the contact center software and tools such as CRM and chat to ensure that the call is answered in the lowest time possible leaving the customer satisfied. They should also know whom to contact in case of any doubt and from where to extract any relevant information.

2. Record all inbound and outbound calls:

Recording every inbound and outbound call makes it easier to assess the productivity of an agent and other issues that might affect his or her output. Moreover in cases where managers are not able to review calls in real time, they can always refer to the recorded version and get the desired insights. Apart from this, coaching the customer support agents with the help of call recordings is the best way to improve their performance. Making them listen good examples of calls wherein the customer’s problem was resolved and the handling time was less can help them learn the valuable tactics of reducing call handling time.

3. Automate agents’ manual tasks:

One of the best strategy to reduce AHT is tailoring agent’s workflow and processes in order to optimize their productivity. For this purpose managers should work hard so that inefficiencies can be spotted and eliminated thereafter. AHT can also be reduced by automating all their manual tasks which would minimize their busy time to a great extent.

Benefits of co- browse technology: III

1. Increased grade of customer engagement:

An increased grade of customer engagement is one more benefit offered by co- browse technology. Co-browsing teaches customers how to do things rapidly and effectively. Moreover, proactive invitations to shop together drive customer engagement, giving agents the ability to make offers, answer questions, and provide the help needed to close more sales as actively engaged customers convert. Co-browsing feature is of potential use to serve the customers that aren’t tech savvy.

2. Boosted e-commerce sales:

Co- browsing is not just meant for instant query resolution or instant guidance through the purchase process. In fact, agents engaged in a co-shopping session can be trained to up-sell, cross-sell, and encourage opt-in for future sales opportunities. These offers may include joining a mailing list, connecting on social media, subscribing newsletters and more.

3. Identify the weak points and help in customer service improvement:

Co-browsing can actually be used to monitor or keep a track of customer queries through screen shots of issues. These screen shots can be used for knowledge base, training, or bug fixes. It helps companies maintain real-time visibility into the customer experience and further assist in improving the customer service.

4. Enhanced buyer experience:

According to a study conducted by Forester, co-browsing has the highest customer satisfaction ratings of any customer support tool. The study shows that live-assist communication channels like phone, chat, co-browse have much higher satisfaction ratings than asynchronous electronic channels such as email, web self-service. Satisfaction ratings as stated by the above mentioned study are as follows: phone (74%), chat (69%), co-browse (78%), email (54%), and web self-service (47%). Thus, the study clearly proves that with co-browsing the customer achieves another level of customer service. Many a times it is seen that the customers ask the agent to co-browse because they understand that co-browsing will easily resolve the issue that too faster.

Benefits of co- browse technology: II

1. Long term adoption of self service tools:

Showing customers how to utilize self service tools leads to the long term adoption of self service tools which is yet another benefit of co- browsing. It is extremely beneficial when:

i) a company is launching new online tools or updating existing tools or procedures

ii) when specific customer segments are having trouble using online tools

iii) when white-glove service can be provided to top-tier customers.

2. Differential customer service experience:

These days customers ask to co-browse when they contact an agent because they know co-browsing allows them to get help instantly and conveniently. In other words, co- browsing creates a differentiated customer service experience. This exempts the risk of losing customers and results in returning customers. Hence it improves your business performance.

3. Customer service agent satisfaction:

There is a possibility of agents being frustrated when customers articulate issues and agents are required to verbally direct the customer to perform actions online. Thus, providing the agents with technologies such as co- browsing reduces this frustration and leads to an increased efficiency of customer support. Moreover, agents appreciate being given the tools they need to be more efficient and productive so they are able to meet their performance goals.

5. Reduced call handling time and improved efficiency of customer support system:

Co-browse technology helps in the reduction of call handling time. As a matter of fact, the less call-handling time agents will take, the more level of customer service they will provide. Thus, co- browsing promotes efficiency by enabling agents to handle issues more quickly and accurately. It can also be used as a real-time live training tool to help on board new agents and familiarize them with the customer experience quickly and efficaciously. The customers also get satisfied as they get faster resolution and the agents save their time.

Benefits of co- browse technology: I

By now all of you are quite familiar with co- browse technology. Apart from being a great tool for the success of a website, it offers a number of benefits to the companies and sites inculcating this technology. Some of those benefits have been mentioned below:

1. It improves support accuracy:

Co- browse technology helps to improve support accuracy by seeing exactly what the customer is seeing. Through screen sharing you can actually see what steps he is taking, what errors he is getting, reasons responsible for that error and more. Co- browsing helps ensure complete resolution as you’ll be solving the issue together with your customer.

2. Higher conversion rate:

Co-browsing lets the agents have a look at the customer’s browser tab to guide them through your website and support them with the buying process. Resolving purchase related queries during this process helps clarify their purchasing decision which results in higher conversion rates and thus higher revenue per call.

3. Increased customer contentment:

The attention span of visitors is very short and so is their patience level when they are online. So, they appreciate being helped quickly and efficiently, and having their issues resolved instantly. Most communications channels available show that customers demand fast fixes for their problems. Co- browsing is one such technology that can be used to provide quick fixes to customers’ problems. Companies can successfully meet their customers’ expectations by using such services that provide fast customer service.

4. Reduction in call handling time:

Another advantage or benefit that co- browsing offers is the reduction in call-handling time. This further increases agent utilization and reduces costs. Co- browsing involves sharing screen space online and being able to have a look at the customer’s screen which results in more involved and motivated agents. In other words, this technology actually helps to shave off all the time spent articulating what is on the screen, what the customer did previously, and what the customer should do next as it makes chats and calls more efficacious.

All you need to know about co- browsing

Co-browsing, in context of web browsing refers to joint navigation through the world wide web by two/ more people accessing the same web pages at same time. Complete co-browsing supports automatic synchronization of the browsers’ state and content, including frames, portlets, or even content of the form fields and controls. Various tools are employed for this purpose some of which can even identify complex media objects such as audio and video players and offer capability of synchronous playback with start/pause/stop functionality.

Co browsing is a short form of collaborative browsing. It is a software-enabled technique that allows someone in an enterprise contact center to interact with a customer by using the customer’s web browser to show them something. In case of a B2B scenario, it can actually be used ease out the complex purchasing process for the customers. For instance, a B2B customer facing difficulty placing an order could call a customer service representative who could then show the customer how to use the ordering pages by sharing screen on the desktop or whatever device is being used. Collaborative browsing may include e-mail, fax, regular telephone, and internet phone contact as part of an interaction.

Co-browsing has so far evolved to support a full user web experience. It has come up as a great tool for customer service and support teams. You need to keep the following points in your mind while considering a co- browsing solution for your business:

i) co-browsing solutions must be offered in a seamless manner irrespective of the communication channel the customer initiates the conversation from.

ii) solutions that cannot share critical information that exists outside of the browser will inhibit the experience your customers expect.

iii) co-browsing technology that mandates tagging each and every page that a customer may want to share may be a technical challenge and, in many cases, not feasible.

iv) co-browse solutions that share a browser experience may help with simple web page based content but are not capable of extending to view the rich content on every web page, so make sure that all viewers are seeing the same and synchronized content