ACD Call Routing

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The ACD system links to the InsideSales.com™ inbound toll-free and IVR systems, where managers can establish which toll-free numbers should be linked to a particular call route, which agents are assigned to the route, and desired service levels. If all assigned agents are unavailable, the ACD system can be instructed to send the call to a chosen fail-over number, which could include general office lines, voice message lines, or even a cell phone. Incoming calls are routed with key information linked to the InsideSales.com™ CRM, and then popped up on the agents’ screens for immediate tracking and reference. Since the ACD, dialer, and CRM systems are hosted on a central system accessible from the Web, it’s perfect for companies with agents in remote locations. For quality control, calls can be recorded and stored with the callers’ records, then easily retrieved for playback and distribution. The Inbound ACD receives a toll free call that rings into the InsideSales.com hosting center then dials the defined phone number off the next available representative logged into the Inbound Call Initiative and bridges the calls together.

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Benefits:

1. Better Service = Higher Customer Satisfaction – The ACD routing functions make it faster and easier to connect your incoming calls to the right people with the right information. ACD reduces wait times for customers, increases satisfaction levels, and gives inbound agents higher levels of control and responsiveness to individual callers.
   
   
2. Management Insight – Provides peace of mind for call center managers who require detailed reporting and performance metrics. Call times, volume, and other call metrics provide business insight, and call recording options provide invaluable training and quality control benefits.
   
   
3. Increased Hold Capacity Without Paying for Local Trunking or Phone Lines - InsideSales.com ACD can offer additional hold capacity without you having to purchase more T1s or local lines for your location. We keep them on hold in our hosting and patch them through when an agent is ready to take the call, lessening your cost of internal facilities substantially and increasing flexibility for large call bursts.
   
   
4. Marketing Insights – Track which toll-free numbers are generating the most traffic and the responses from each call. In conjunction with the InsideSales.com™ Lead Management CRM, chart which agents seem to be qualifying and closing at the highest rates, and chart the correlations between your company’s inbound dialer activity and overall effectiveness.
   
   
5. Increased Productivity with Call Blending – The ACD links to outbound dialing initiatives, letting inbound agents remain productive during off-peak or “down times” during shifts. The ACD monitors as agents receive and disconnect from outbound calls, tracking agent availability automatically.