Now, you can hear a pin drop. ACD balances the flow of calls so that no agents are overloaded while others are idle. ANI allows agents to identify the caller as the phone rings, rather than taking time to ask for basic information such as names, addresses and account numbers. PhoneMail lets callers leave detailed messages at any hour, eliminating telephone tag. Serio said agent time on the phone is down by one third, and the company has experienced a 30-percent reduction in agent hours.
Agents can process the same number of orders in the half the time previously required.
Because salespeople need less time to place orders, they have more time to sell and thereby increase company revenue. If someone wanted the traffic group, and it was busy, the call would overflow to order entry and they would have to put the call on hold or send it back to traffic. We had a ton of calls on hold and a lot of abandoned calls. Now, callers dial straight into the ACD groups. Before we implemented this system, we took a customer survey.