Save your customers from auto-attendant hell

Advanced automatic call distribution (ACD) software can help contact centres move closer towards the ideal of one-call query resolution, by getting every call to the right agent as soon as it comes in.

That`s according to Hannes van der Merwe, Mitel product manager at Itec. He says companies need to strike a delicate balance between reducing costs and providing optimal service levels through their contact centres, the primary interface to their businesses for their customers.

Some that have tried to control the spiralling costs of contact centres by using basic ACD and interactive voice response (IVR) to automate call centre processes have done so at the cost of customer satisfaction, says Van der Merwe.

"Many customers become frustrated when they get a long list of menu options to choose from when they call in to the contact centre, and find themselves bounced around between an IVR and agents who can`t help them," he adds. "The process of getting to the right agent should be as fast, simple and seamless as possible for the customer. This is where ACD has a valuable role to play."

ACD solutions allow calls to be more evenly distributed among contact centre agents to ensure that agents are used cost-effectively and to ensure that incoming calls are distributed to agents based on the information or service that customers require, Van der Merwe says. Although ACD has been available for a number of years, many companies are using it in only a limited fashion.

Van der Merwe says the latest solutions can be used to distribute calls based on factors such as the caller`s priority, the agent they last spoke to or the agent`s skill level or idle time. The user`s phone number can be used to distribute the calls, or a client can punch in an account number or choose from a menu to get to the right service and agent.

The software can be used to distribute calls to agents who work from home, or in call centres spread across a number of locations to provide for load-balancing and resilience. For example, if a company`s Midrand contact centre suffers a telecom service outage or is struggling to keep pace with its call load, the ACD can simply route calls to the appropriate agents in Cape Town.

High-value customers can be bumped ahead in the call queue and routed to the best-trained agents to ensure they receive premium service. And calls can be routed directly to an agent who has the skills and knowledge to resolve them rather than pushing customers between different agents in search of an answer.

Van der Merwe says ACD can be combined with intelligent queue software for even better results. IVR and advanced routing functionality in this software can be used to intelligently manage callers, provide options for self-service and deliver announcements about waiting times to callers.

Automated routing functionality can also be extended to the e-mail, Web chat, fax, SMS and walk-in channels so that the contact centre can allow customers to use their medium of choice while ensuring consistent service levels across these different options.

Concludes Van der Merwe: "Since your contact centre is one of your primary interfaces with your customers, it will shape what they think about your brand. If you provide excellent service - quick resolution of calls and minimal time wasted getting to the right agent - it will enhance your customer relationships. With the right technology you can streamline your costs while providing the service your customers demand."