by by Bob Embrey, Writer
With each call center feature, there are unique advantages for your business. Learn the basics, and then branch out. Your organization can survive without dozens of call center features, but don’t be caught short. Your choices should reflect both your current business practices and new initiatives that you’ve considered, plus any call center features that will actually enable you to implement new ideas. The call center advantages you gain by combining certain features may even offset their cost.
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Automatic Call Distribution (ACD)
This primary call center feature is used to route inbound calls. ACD is as simple as an automated message system and as complex as providing caller ID, customer history, and current call facts on a screen pop-up used by an agent. ACD systems answer calls immediately and place them in a queue for first come, first served processing. Some systems also allow you to prioritize calls to dedicated numbers, which can be useful to track promotions.
Interactive Voice Response (IVR)
IVR processes voice commands that prompt pre-recorded messages, information from databases, and call routing. IVR can collect information from the customer before the call is transferred to an agent and is capable of providing solutions without transferring the caller. This call center feature gives the distinct advantage of making large amounts of information available to your callers more easily than a traditional message system, and it gives your customer good 24/7 service.
Predictive Dialers
Dialers run calling campaigns that call from a database. When an individual is reached the call is routed to an agent; if an answering machine is detected a message is left. The call center advantages you gain with dialer software can pay for itself with big gains in productivity and efficiency that boost your bottom line.
Voice Message Broadcasting
This call center feature allows you to leave messages en masse. Aside from marketing promotions, it is very useful for civil alerts, community events, and pending appointments.
From these call center features you can see how all types of organizations can benefit, including yours. Beyond these basics, there are dozens of call center advantages that come with customization for your particular business or organization, which allows you to branch out and capitalize on your investment.
About the AuthorBob Embrey is a writer and college advisor, living in Seattle, Washington. He has a master's degree in Education Administration from the University of South Dakota.
