|
Automatic call
distribution systems are the heart of inbound call centers. ACD
systems are call routing utilities for incoming calls and can be
even used to route calls originated by our predictive dialer to the
next available agent. A phone system comes with a complete
automatic call distribution system for call
routing.
An ACD system and automatic call distributor can route calls
based on the dialed phone number (DNIS) and the time of day.
Additionally, the system can intelligently route calls using
complex conditional logic. The system should conforms to way you do
business.
What are ACD
Systems?
A basic ACD system processes
incoming telephone calls on a first come first serve basis. The
system typically answers each call immediately and, if necessary,
holds it in a queue until it can be directed to the next available
acd call center agent. When an agent becomes available, the agent
serves the first caller in this queue. However, a system does far
more than simply process calls in sequence.
The system software manages multiple
call center queues, keeps a log of call group activity,
and monitors activity, analyze queues, agents, hold time and
much more. And depending upon user defined business rules, the
automatic call distribution systems create different processing
paths for different callers. For example, individuals calling a
special number can be routed for priority handling. Customers
placing orders can be distinguished and given a higher priority than
those seeking general information. However a call center's business
rules may be configured, the ultimate goal should be to serve every
caller quickly and efficiently to meet customer service
expectations.
Also, those who do wait in an ACD queue
can be reassured with recorded announcements, music, or weather and
news channel information. Thresholds can also be configured into the
system to minimize delays and divert calls to alternative queues
ensuring no person waits too long.
Ready to buy? Order the
Help Desk Toolkit today
THE HELP DESK TOOLKIT - Fourteen extensive
documents Sample Pages
Here
One thing is for sure: The Help Desk Toolkit makes Help Desk
Procurement and Management far more straight forward. No doubt about
it: it de-mystifies Help Desk Management, and enables you to produce
a Help Desk function with the minimum of fuss. There is absolutely
no need to re-invent the wheel! It is supplied primarily in MS-Word
format and comprises the following components:
HELP DESK all you need now
Ready to use documents: Help Desk Implementation
Plan, Help Desk procedures, Proactive Stress Management,
Problem management procedure
- Help desk implementation plan covering
all the aspects of help desk implementations
- Help Desk Phone Communication
Standards - Example Standards Monitoring Sheet
- Help Desk Stress Management - 30
slides Proactive Strategies for Managing Stress and
Change
- Help Desk Procedures - This
procedure defines the steps involved in responding to customer
calls through the Help Desk facility.
HELP DESK SLA GUIDE
Let's face it: a
comprehensive SLA is a daunting task. Now you'll have an extensive
blueprint at your fingertips. This document explains every part of
the service level agreement for a HELP DESK, clause by clause. You
can populate and change directly, as required.
- Service Level Guidelines on Help
Desk procedures
- Extensive Service Level Agreement for
Help desks
HELP DESK
INTRODUCTION
Let's be honest: getting buy-in
is the hardest part of any Help Desk, are you ready for straight
talk? This is a full PowerPoint presentation. It explains the HELP
DESK, what is needed, why and where.
AUDIT & REVIEW
How many times have you said to yourself: how well are our
Help Desk needs taken care of? If you already have a HELP DESK, or
just want to be doubly sure, this component will certainly help. It
comprises a series of questions designed to take you through your
HELP DESK and check it for quality and completeness. A first rate
audit tool (MS-Word).
HELP DESK BEST PRACTICE
We've got the solution to your needs: HELP DESK best practice
is designed around a set of activities to deliver upon
excellent customer value. This explains the key concepts of a
HELP DESK.
HELP DESK DESIGN TEMPLATE
In today's uncertain economy you need clarity, fast. This is
a complete template for establishing service descriptions. This is a
complete template for a HELP DESK design.
Fourteen documents
- Hundreds of pages with
easy-to-follow sections
- An extensive must-do
checklist based on our experience implementing Help Desk in over
40 industries
- New practical advice on
awareness, planning, implementation, and review
- New commentary on
delivering upon business value
- All-new "tuneup"
section tailored to improve the performance of
existing initiatives
- Fully updated throughout to
take account of current Best Practices and policies, and the
state of their
use
| 
