How Automatic Call Distribution Benefits Your Customers and Your Team

The most obvious benefit of using an automatic call distribution system is that it ensures maximum productivity from agents. This is then felt by the customers in several ways:
Call waiting times are shorter, reducing customer frustration
There’s a reduced need to transfer calls between departments
First call resolution rates increase, so fewer customers need to call back to get queries resolved
Customers feel empowered when they can solve their own problems through digital solutions
Customers spend less time on the phone overall
Software integration means customers don’t have to repeat their account numbers or other details multiple times on the call
All of these factors contribute to increased customer satisfaction and improved branding for the contact center. Even in cases where the ACD does not route the customer to the correct department on the first try, the overall improvement in efficiency means customers can speak to a human more quickly and get their needs addressed in a timely fashion. Full article: https://www.8×8.com/blog/automatic-call-distribution
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