March 9, 2021 - NobelBiz

Automatic call distribution for the voice channel In the digital context, where the attention of customers is increasingly shifting to social networks, voice is always at the forefront. This is why one of the most important options in contact center software is automatic call distribution or ACD. This is a key option for managing inbound calls as well as transferring calls to specific agents. ACD processes call quickly using predefined criteria (caller’s number and database). This makes it possible to process outbound calls as well. This feature is highly recommended in the sense that it will reduce the cost of processing calls with outstanding efficiency. Especially if you manage a large volume of inbound and outbound calls. Predictive dialer When using voice communication channels, it is important to establish an effective prospecting strategy that allows you to collect good results without affecting the quality of services offered to customers. This is where predictive dialers come in handy. Predictive Dialer functionality is typically used by contact centers that conduct outbound call campaigns. This feature uses complex algorithms to automatically dial customers’ phone numbers so that they can be called at the right time through direct and fast exchanges. Furthermore, it can dial multiple phone numbers simultaneously and then record all calls in customer relationship management (CRM) software. In other words, a predictive dialer can save considerable time and is much more efficient than traditional automatic dialers. Skill-based routing Requests from customers tend to always similarities and it is easier for your contact to process if you can categorize them. In other words, you can assign similar “demands” to specific agents. Skill-based routing involves assigning one or more requests to the right agent based on his or her area of expertise. So that each client call can be redirected to the most appropriate agents. The client will therefore be able to find a quick answer since he does not waste time contacting platforms that are unable to answer him properly. In another sense, Skill-based routing is an improved version of automatic call distribution and it can further improve customer experience. Call recording There would be no teams without management and proper management in contact centers involves call recording. This option allows you to save conversations between your agents and your customer. But let’s not forget the law aspect and your call recording should allow you to be paused to ensure the confidentiality of sensitive customer data. On the other hand, this feature in contact center software is a real tool for training your agents to guarantee the quality chart of your customer service and improve your sales scripts. Supervisors should always listen to calls and identify obstacles and reasons for dissatisfaction among clients.

Day: March 9, 2021

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