How ACD Improves the Impact of Call Recording
There are many reasons why call recording should be standard operating procedure at any contact center. These include ensuring compliance, agent training and for protection against he-said-she-said customer disputes.
But one of the biggest benefits of call recording is visibility. You have a 100% accurate record of exactly what each caller said and how your agent responded. And one way to leverage that visibility is with the addition of automatic call distribution (ACD) reporting. Now you can distribute calls to the agent most qualified to handle that customer’s inquiry.
Both systems complement each other. With call recording you’ll discover very quickly which agents are adept at calming angry customers, which show more patience with seniors who may need some extra moments to provide information, and which are good at explaining technical information to those who don’t have a technology background.
When these agent profiles are assembled, the ACD provides information on call types through graphical screens that make routing faster and easier.
Best of all, this happens without the caller’s awareness. For all he or she knows, they were just lucky enough to have their call picked up by an agent who knew exactly how to solve their problem.
In this business we all recognize the importance of first call resolution (FCR) as a metric for tracking efficiency. It’s one of the best indicators of a well-run contact center, and one of the stats most closely associated with customer satisfaction scores. In fact, according to a study by The Ascent Group, FCR is listed as one of the five most important metrics tracked by call centers. Organizations that have low FCR rates also tend to have low employee satisfaction and high turnover rates.
So what better way to boost FCR than by using call recording paired with ACD to deliver fast service and optimal customer interaction?
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