Call Center (ACD)

Call Centers need special attention to the distribution of incoming calls. Talking Point are experts in this field and can recommend the best combinations of products to ensure your call centre is running optimally.

Features like Automated Call Distribution, or ACD provide specific and fair distribution of calls to agents handling the calls.

Automatic Call Distribution also provides a queing system allowing your callers to be placed in a queue with messages until a suitable operator can be found.

Agents who are answering the calls from ACD can log in and out of the queue as required, while the ACD monitors agent’s status and will ensure that calls are distributed in the fairest manner, based on circumstances, such as the agent who has been idle longest.

Automated Call Distribution ensures that your staff are less flustered and more efficient, by taking the worry of incoming callers out of their hands.

Automated Call Distribution can interface to wallboards, to display the status of the queue to a whole room of agents. ACD can also connect to a computer running software which will provide real time queue statistics to agents and or supervisors. These statistcs can be used to provide reports on agent efficiency, as well as queue efficiency.

Talking Point can recommend an ACD system that suits your needs, so please contact us for futher information on the products available.