12/4/2023 0 Comments Call center system![]() ![]() Other ACD features such as announcement of anticipated hold time, voicemail, and automatic callback, can also be used to improve service level and overall contact center performance. Such an arrangement can allow a contact center to maintain acceptable service level by routing incoming calls to outbound agents during peak hours. An ACD can provide call blending to allow agents to be dynamically allocated to either inbound or outbound functions. ![]() Some contact centers perform both inbound and outbound work. By tracking statistics such as the number of incoming calls, calls in queue, call abandons, and talk time on a monitor display in real time, managers can recognize developing problems and quickly take corrective actions to maintain optimum operating efficiency. In addition to routing calls and interacting with other systems such as IVR, voice messaging, and database systems to facilitate call handling, the ACD continuously tracks, displays, and reports on call activities.
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