Automatic Call Pacing

In today’s competitive environment, call centers must be able to reach as many customers as possible while at the same time use as few agents as possible. This requires outbound campaigns to be aggressive, making more calls than available agents such that answering machines can be skipped.

Automatic Call Pacing

Benefits of Automatic Call Pacing

1. Sound and Smooth Call Routing

Nextrings increases the efficiency and productivity of the agents. The calls are transferred to the most appropriate agent, hence reducing call transferring time. It captures the caller’s information like phone number and area code etc and based on IVR system configurations and agent availability, it routes the call.

2. Immediate Response

Nextrings allows faster response to incoming calls by routing it to the best available agent. It increases call response and call handling time, thereby increasing customer satisfaction. During high call volume phase, callers can opt for call back option instead of waiting in the queue. High-Value callers or VIP callers are routed to the assigned contact center agents, without any delay.

3. Streamlined Operating Environment

Integration with CRM and other communication platforms such as social media and Live Chat, allows the agents to have a smarter conversation with the customer by understanding their needs thoroughly. The entire team can view all the past communications and history of the customer on a single interface which is easy to update. This enables call conferencing and transferring to different departments with customer’s data on their tips. This makes the team more efficient and effective.

4. Increased Agent Productivity

With the help of an ACD, call center agents will have to handle calls for which they are trained. They have expertise and the required subject knowledge to handle a customer. This will increase their confidence in dealing with a call and will also improve their productivity. Along with this, they have access to the caller’s information before answering the call, helping them to have meaningful discussion that leads to customer satisfaction and loyalty.

5. Reduced Call Center Costs

Responding fast to a call by transferring it to the most appropriate agent, will definitely improve the chances of first call resolution and the customer can get his query resolved without transferring him to other agents or departments. This will reduce the time taken to answer a call and hence reduce cost-per-call of the call center.

6. Resource Optimization

With efficient routing of incoming calls, agents can use their expertise in solving the problems of a caller rather than indulging in activities that are outside their scope. Nextrings acquires usage data such as total number of calls, time spent on each call, waiting time etc which is used for reporting purposes. This will enable managers to assess KPIs and optimize resources more effectively.

7. Improved Customer Satisfaction

Routing caller to an agent who is best suited to handle his query is what the customer needs today. They hate it when their call is transferred to N number of agents with none of them having the solution to his/her problem. Therefore, an Nextrings improves customer satisfaction to a great extent. The option to receive an agent call back reduces their pain of waiting in the queue. Pre-built messages are sent to callers with estimated wait times based on the length of the queue and agent availability. Nextrings helps in delivering highly responsive customer service that channels each contact to the right queue and agent resource and create better business outcomes–and happier customers.

 

 

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