You value your customers' time — prove it to them
When you route calls to agents who don’t have the right expertise, customer experience suffers. Customers have to move through multiple queues, sit on hold and repeat their issues with each new touchpoint. This conveys that you don’t value your customers’ most precious resource — their time.
Automatic call distribution (ACD) software helps your inbound call centre avoid these mistakes. With skills-based and intelligent routing, calls follow a logical path. Customers are grateful because you’ve saved them time. And because agents connect with the customers they’re best suited to help, your teams are happier, too.