An important
means of increasing productivity and profitability within your
company is the implementation of an automatic call distribution
(ACD) system.
Particularly
in those companies that have a high volume of incoming telephone
calls, economic success is heavily dependent on how quickly a
customer can get in touch with you, for example to make a reservation
or to place an order. Telephone contact with customers is therefore
a top priority.
In many cases
a high volume of incoming telephone calls results in a percentage
of those calls being either not answered or receiving a busy signal.
With the use of an ACD system, these calls can instead be queued
and allocated to agents as they become available.
The use of
ACD systems thus increases the number of calls accepted, ensures
that resources are better utilized, and can provide real-time
and detailed statistics for optimising customer services.
An
important means of increasing productivity and profitability
in any company is the implementation of an automatic call
distribution (ACD) system. In companies with a high volume
of incoming telephone calls, economic success is heavily
dependent on how quickly a customer can get in touch with
you, for example to make a reservation or place an order.
Telephone contact with customers is therefore a top priority.
In many cases a high volume of incoming telephone calls
results in a percentage of those calls being either not
answered or receiving a busy signal. With the use of an
ACD system, these call can instead to queued and allocated
to agents, as they become available. Therefore the number
of calls accepted increases and resources are better utilized.
The Calyx mis (Management Information system)
product was designed specifically to compliment the ACD
Call Centre Solution of the Hicom 150 H Office Com/Pro and
address the lower end Call Centre Market. Calyx provides
important and relevant information to a call centre: real
time and historic information regarding agents, groups and
queues.
Calyx mis connects to the Hicom 150 H Office
Com/Pro via the CSTA interface.
The ACD agent workstations of the Hicom
150 H Office Com/Pro can consist of digital or analog telephones.
External announcement equipment is used to play announcements
and music-on-hold (connection via analog modules).
Calyx@MIS is a powerful reporting tool for
your ACD system to provide real-time and detailed statistics
for optimizing customer service.
The ACD and Calyx can be used in medium-sized
companies and sectors, which have application areas with
high numbers of incoming calls. For example:
-
Sales organizations
-
Mail order companies
-
Tourist organizations
-
Airlines
-
Taxi companies
-
Car rental companies
|
-
Courier/parcel services
-
Newspaper publishers
-
Insurance companies
-
Building societies
-
Credit card companies
-
Hotels
|
This solution is suitable for use in all
of the strategically important areas within companies and
organizations who run both within formal and now formal
call centres whereby employees converse with customers,
colleagues and suppliers over the telephones, for example:
-
Order acceptance
-
Reservations
-
Information service
-
Complaints
-
Credit investigation
|
-
Acceptance of fault reports
-
Acceptance of advertisements
-
Help Desks / Control centres
- Information
|
|
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