Call Center TrueACD Queues
Your customers know what they want but not always who they need to help them. ACD (Automatic Call Distribution) queuing quickly and positively distributes callers to their desired departments. For example, callers may be prompted to dial 2 for Sales, 3 for Support, and so on. Having the right system in place can reduce the time your customers wait for their call to be answered and by delivering the call immediately to the proper department, reduce the entire call time. VirtualPBX TrueACD Queues provide the most sophisticated ACD capability of any hosted system, and the variety of rich, value-adding features including:
- Self-Managed Agent Presence
- Call-Waiting Signals
- Even Load Distribution
- Skills-Based Call Routing
- Overflow Queues
Employees Can Work From Anywhere
Traditional, hardware-based telephone systems tether your employees to a central business office, and when they are out, calls go straight to voicemail – or worse yet – your customers hear that you are closed and the call is dropped. With VirtualPBX, call center agents can work from a main office, branch offices, home offices, or anywhere they have an internet connection. Virtual call centers give you the flexibility to put the right team members in the right places at the right times, all while giving them the freedom to work where they perform their best.
Managing ACD queues can be complex and time consuming for administrators. TrueACD queuing allows employees to log themselves in and out of queues, and the system automatically adjusts call routing appropriately. Management can still monitor queue and employee activity, but they don’t have to re-configure the system with every employee change.
Knowing you have more calls on deck is helpful for your team to keep conversations moving towards a resolution. TrueACD Queues can indicate that a call is on hold to all extensions that are logged-in but already on another call, keeping everyone on track and not letting customers wait on hold too long as conversations wander.
Calls Are Distributed Intelligently
Whether based off of merit, skill, or just a simple rotation, VirtualPBX TrueACD Queues can route callers however you see fit. Best of all, each department you’re configuring a queue for can have its own specific routing logic.
TrueACD Queuing can evenly distribute calls across all employees logged into an ACD queue. By tracking how long it has been since each agent last received a call, Even Load Distribution routes calls to the person who has been off the phone the longest. This isn’t possible on traditional hunt group queues as the first number in the sequence is contacted first, indiscriminately.
Skills-based ranking allows administrators to rank employees in ACD queues the way they should be prioritized:
- Give skilled agents the highest amount of calls, and decrease the ranking for those with lesser skills. When a call arrives it is routed automatically to the highest-ranked agent available, ensuring that the most skilled agents take the most calls.
- Rank new employees at lower levels, allowing them to help when the need arises but giving them more time to train.
- Contingency call center options let you prescribe additional departments to begin receiving calls from any specific queue once a certain capacity has been reached. For example, the Sales Department can act as overflow to Customer Support.
Overflow Queues are triggered by unusually high volume and can designate an extra set of employees to help with answering calls whenever it gets too busy. You can program when to activate Overflow Queues based on either the length of time that callers have been on hold or on the number of callers in the queue at any one time.
A combination of load balancing and skills based queues, Hierarchy Ranking lets you organize employees into groups of similar skill levels and place them into a queue. These groups are then treated as individual lines as part of an Even Load Distribution. Therefore, when no one in the top ranked group is available, calls are routed and load balanced inside the next tier. This is great for larger organizations who need to be able to handle inconsistent high call volume periods.
Elite Options for Elite Customers
By identifying your most valuable customers, TrueACD Queues can make sure you never miss an important incoming call, even if the CEO has to get involved.
By password protecting certain queues, you can maintain both standard and high-priority queues for your sales team. Initially, every inbound call would be directed to the standard priority queue, though you can determine a password that would connect the clients of your choosing to an ACD queue supported by your best sales agents.
Advanced Queue Administrator Privileges
With VirtualPBX, each extension owner can be assigned different types of administrative
privileges without the need to hand over complete access to the system.
By designating an administrator, you can offer them control over a variety of functions such as the ability to log other agents in and out, re-assign skill ranking for skills-based queues, and to designate what on–hold music to play. They can also set caller hold time limits, queue wrap-up time window, how long an extension should ring before routing to a different agent, and much more.
Part of the vConsole, our web-based management portal, allows managers to see exactly what is happening with their call centers. Everything from which employees are logged-on, how many callers are in the queue, what the average wait time for current on-hold callers is, and even how many calls have been abandoned.
In addition to active monitoring, reports on queue logs, on-hold caller amounts and hold durations, and a variety of other important management data can all be accessed. Build the reports you need when they make sense to you without interfering with the operations of the call center.
Customization with Agents and Customers in Mind
ACD queues are used to keep up with a large number of incoming calls using a limited number of employees. The highest business efficiency comes when there are always calls waiting to be answered – provided that they aren’t waiting too long.
In a busy call center, agents often find their phones ringing as soon as they hang up from the previous call. Agent Wrap-up Time allows for a customizable buffer of time to be allotted to each call’s completion before the phone rings again. This allows for necessary attention to be given to notations, details, and simply a moment to regroup following each call.
Call Preview Details let you change the information your employees hear when they pick up the call. You can include information on which queue the call is coming from, the caller’s phone number, the caller’s name, and much more so they can begin the high-touch customer service experience right out of the gate.
VirtualPBX gives you the option to play music from a broad selection of styles while callers wait, or to play a custom informational or promotional message. You can draw from one of over 100 songs in our Music Jukebox, or play a song of your own. The music and message can be different from queue to queue and can be updated as often as you desire.