The Contacts Center , as ACD (Automatic Calls Distribution) allows you to manage in an optimized way the incoming calls in the company to route them automatically towards the agents having the best competence to answer.
Organization
The Contacts Center is organized in groups of agents; a group corresponding to an organizational or functional entity. Every agent can have a particular competence with possibly a level of competence. An agent can belong to several groups.
Qualification of the calls
The incoming calls are routed to the good group in function, either of the telephone number of this group, or the Automatic Number Identification of calling party, or of a choice made from the telephone keyboard of the calling party (customer code for example), or by speech recognition of words pronounced by the calling party.
Consideration of the agents competence
When the notion competence is used, it can arise either from the number of calling party (for example, if it is a call coming from Great Britain, the ACD will transfer towards an agent speaking English), or by choice made from the telephone keyboard of the calling party (code of article for example), etc. The competence level of an agent allows to privilege the choice of the most competent agent.
Calls Distribution
Several modes are possible,
- Without management of competence: either towards the agent " idle for the longest time ", or " the revolving priority " or " in fixed priority " according to an established row, or "cyclic" according to an established rank;
- With management of competence : or towards the agent having been " idle for the longest time " in his competence, or " the most competent " according to an established level.
Our Contacts Center, would not be complete without the following functions :
Supervision of the groups
A supervisor can monitor the real-time traffic and the agents status of a group or several groups from an application settled on his PC. He can so optimize the management of the real-time agents.
Statistics
The statistics allow to analyze the streams of traffic and to take measures on the organization of the groups and the agents to avoid losses of call.
Information on the PC of the agents
The optional DIAM module ( Discovoice Agent Manager) allows an effective coupling between the telephone of the agent and his PC. It brings to the agents a large number of assets with the view to personalize the phone reception and optimize the treatment of the call via a simultaneous access to the information of customers by the Computer Telephony Integration ( CTI ) simple to implement for displaying a pop-up windows of a CRM software.
Voice information towards the callers
The callers are informed about their position in the queue or receive a message of dissuasion. Then they can either leave a message to be possibly recalled, or routed to another group in "overflowing" where an agent will handle their call.
Outgoing calls
The Contacts Center can manage outgoing calls for various applications.
Customers to be recalled
This function allows to call back the customers having abandoned in queue of the ACD. During the abandonment of a customer or his demand to call back, the recording of his phone number is registered in the table of the data. Several agents can decide to pass in mode " Call back ". The ACD forces them in "outgoing" call and uses the table of the customers to call back for composing the numbers of the customers and for routing the call in the group of competence " Call back ".
Campaign of calls (Promotion for example)
This function allows to make a campaign of calls towards customers or prospects. At the level of the function "calls center", the agents can put themselves in mode " campaign of outgoing calls " on the campaign which is allocated to them by the supervisor.
Principle:
The administrator creates campaigns of calls from his data base of CRM Customers or other data base (CD Phone book). - He has to create one or several customers' lists to call according to some filters and to generate files to implement them in the ACD server. - He also has to define at the level of the Agent PC which campaign he attributes him.
One or several agents can decide to pass in mode of campaign of calls (icon available on their DAM banner). The ACD forces them in "outgoing" call and uses the table of the campaign which is allocated to him for composing the numbers of the customers and for routing the call in the group of competence " Campaign of calls ".
Contacts center
