![]() ![]() If you want each employee to has the same workload, you can select talk-time call distribution. In this method, the agent who has the least talk-time is detected, and the new call in the call queue is directed to the agent. Talk-time Call Distributionįor ensuring that each agent works within a same time amount, talk-time call distribution can be used. If you think that your company is full of experienced, equipped, and quick call center agents, you can prefer to utilize this call distribution method. Like in this example, a constant agent order is followed in this method. For example, calls go to the first agent on the list, and they go to the second agent on the list if the first one is busy. In this call distribution type, call center agents are found in a fixed order, and callers are distributed according to this order. The below mentioned types of called distribution can assort with companies which have different properties, so these call distribution methods should be chosen with the consideration of the circumstances of companies. If you want to learn and choose the best type of call distribution for your company, you can get necessary information about these types below. Companies can select among these call distribution types by considering the features of the businesses. Moreover, different types of call distribution can be considered to direct callers to agents. In this step, the information about callers that are collected in the previous steps is used. The last step is the distribution of callers to appropriate call center agents. In addition to these order factors, there can be VIP callers, and these callers get the priority to reach a call center agent. The order of callers in the list is determined by callers’ status, waiting time, query, and so on. With the consideration of the availability of agents, a waiting list which covers callers is prepared in the second step, so this step is called call queueing. With the help of Caller ID Systems, ACD can decide the most appropriate agent who can deal with the caller’s issue. Also, Caller ID Systems can be used in this step to perceive important details about customers, such as their language and location. Caller Information and Identificationįirstly, the goal of the customer for calling the center is detected with IVR. The last step is call distribution in which the callers are distributed to appropriate call center agents, and different types of call distribution can be considered in this step. The second step is call queueing in which a proper waiting list of the callers is established. The first step is caller identification in which necessary information about the callers are gathered. The work process of ACD can be explained in three steps briefly.
0 Comments
Leave a Reply. |