Way back in the day, before automatic call distribution technologies evolved, calls used to be manually routed by operators working massive switchboards – so gigantor and with so many lines that many switchboard supervisors had to wear roller skates to get around faster! Sadly, the days of roller skating supervisors are long gone. (The office would be so much more fun on 8 wheels!) But call routing is bigger and better than ever.
Today, ACD software and skills-based routing help calls get from A to B in a flash, and callers’ issues are handled by the most knowledgeable customer service representatives for the job. It’s a far cry from switchboard operators and manual connection, and decidedly more efficient. Here’s a fun infographic to help you explore the wide world of modern call routing.
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<img title=”Call Routing Infographic” alt=”Call Routing Infographic” src=”https://www.specialtyansweringservice.net/wp-content/uploads/learn-about-call-routing-infographic.jpg” width=”771″ height=”6531″ />
<pre><em>Image originally posted on <a href=”https://www.specialtyansweringservice.net/learn-call-routing-infographic/”>The SAS Blog</a></em>
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A History of Call Routing
Did you know that the first call routing systems involved live operators manually connecting calls on a switchboard? But the drawbacks were:
- Some operators worked hard while others did nothing
- There were delays due to operator error
- Operators weren’t perfect. They made many mistakes
Later automation began in the form of: Automatic Call Distribution (ACD)
Learn About Today’s ACD Technology
Current ACD routing has drastically improved. ACD offers reporting capabilities such as:
- Measuring agent productivity
- Reporting the number of calls dropped
#1. The role of ACD is to route incoming calls in the following situations:
- When there is a sudden spike of incoming calls
- When call response time is critical
#2. Direct Call Routing
- Allows users to direct themselves to the appropriate agent based on their needs
#3. Remote Routing
- Allows workforce to be located around the globe (virtual call centers)
- Achieved by the use of routers
ACDs in Call Centers
Call centers use ACD technology to improve efficiency by:
- Reducing downtime
- Distributing workload equally among agents
Identifying Types of Call Centers
#1. Outbound Call Centers
- ACDs are used where predictive dialing methods are used
- Predictive dialer – makes outbound calls from a database
- Did you know that outbound call centers are used mainly for telemarketing and sales?
#2. Virtual Call Centers
- Did you know that many “call centers” actually consists of different people from multiple locations all working together?
#3. Inbound Call Centers
- A call center with agents who mainly answer the calls for the company
- Important advantage: The caller does not know the location of the agent. This can give the company a local presence when in reality the caller is across the country.
#4. Fully Integrated Call Centers
- A fully integrated call center can handle both inbound and outbound calls.
What is Skills Based Routing?
Skills Based Routing is simply the process of directing calls to the most qualified agents. Incoming calls are placed in call groups based on:
- The customers’ questions/concerns
- The customers’ previous call history
But how is the appropriate call representative chosen?
- Clients will get paired with a representative who is best suited to answer their questions or help them with an issue
- Enhances customer experience by routing call to knowledgeable agent
- Clients will get paired with a representative that handled their previous calls
What are the benefits of ACD systems? They can:
- Reduce the amount of time a caller is on hold
- Reduce the number of calls dropped
- Handle many calls per hour
- Make it easier to reach operators
- Extend the hours of operation since ACDs allow businesses to accept calls 24/7
Customer Service is Key!
ACD technology can offer:
- Faster connection times: Automatically routes the calls to an available agent
- Minimal waiting time: If live agents are busy, callers will be connected to automated agents
- Increased conversion rates: Reduces the number of calls dropped
- Higher percentage of first call resolution: Skill-based routing leads to a better resolution of the call
About ACD Functions & Features
#1. Advanced Functions
- The ability to recognize and properly route incoming calls (Skills Based Routing)
- Did you know that some ACD software allows the call operator to view the callers information of their computer screen while they are on the phone?
- With this technology there is the option to create reports based on the call information, such as:
- Type of calls
- How the agent handled the call
- Volume of calls
#2. Basic Functions
All of these features come standard with ACD software:
- Ability to assign incoming calls
- To terminal that has been idle for the longest period of time
- If all terminals are busy, the calls are queued
- Offer the option to leave a message
- Measure average wait time of the calls
ACD Vendors
#1. Database Systems Corp. (DSC)
- Makes their own integrated IVR software (both digital and analog), which:
- Can manage multiple call queues
- Can maintain call logs and reports on:
- Call queues
- Agent idle time
- Hold times
#2. InContact
- Offers integrated software with features like:
- Skills-Based Routing
- Links the telephone and the computer
- Report generating
#3. Angel.com
- Is a hosted solution, which means it runs over the internet. This software includes:
- Report generation
- Real-time monitoring
- Quick set up
- Call distribution
#4. CosmoCom’s Universe
- Is a virtual ACD software, which is ideal for call centers/businesses who are using a virtual presence. This software offers features like:
- Text chats
- Inbound/outbound calls