In today’s blog post, Greg Brashier of Virtual PBX details some of the benefits of virtual ACD (Automatic Call Distribution) and how it can improve business.
Virtual PBX’s ACD (Automatic Call Distribution) skills-based call routing feature allows administrators to rank employees in ACD queues by how skilled they are or by the priority the employees should have in answering calls. There are several important ways this can be used to improve business operation. Here are two:
Managers set the rank of the most skilled agents to the highest level, and decrease the ranking for those with lesser skills. The system knows which agents are already assisting customers, and automatically transfers calls to the highest-ranked available agent. This ensures that the most skilled agents take more calls and new employees and trainees can be ranked at the lower levels, allowing them to help when needed but giving them more time to learn from peers.
Skills-based routing also allows calls to be answered first by employees that should take them, but add other human assets when all of the regular agents are busy. A CEO, for example, could arrange that sales people are the first to take sales calls, but if all those agents are busy, sales management, marketing, and support people could answer incoming sales calls.
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