Need to take your inbound call management to the next level? Call Central helps you gain control of the user experience by applying intelligent queue and call handling to any size of call center across any business geography. As with all BluePrint services, this service is fully customizable to fit your business needs.
Automated Call Distributor (ACD)
Automatic Call Distribution is a technology used to efficiently distribute inbound calls to agents in a call center, no matter what size, while layering in features that enhance the experience for both the caller and the agent. Call handling rules may be applied via an ACD queue based on both caller and agent status.
There are two supported types of ACD queues on BluePrint:
- Static - A Static ACD queue is a queue whose agents are predefined and will always be considered available to take calls unless certain line appearance conditions exist. Those conditions are: busy - on a call, the call is rejected, or the appearance is not registered (unreachable).
- Dynamic – A Dynamic ACD queue is a queue whose agents are responsible for communicating their availability to the ACD system. First, by logging into the queue(s) to communicate that they are present. This step can be compared to someone clocking in for work. Once "logged in," the queue(s) see the agent as available. Other conditions the agent can communicate to the ACD queue(s) while logged in are Paused (unavailable) and Un-paused (back to available). There are custom "pause reason codes" that may be applied and reported on that communicate why the agent is paused. Some examples are "In Meeting," "Helping Customer," or "On Break." As with Static ACD queues, the system responds to line appearance conditions also. Once agents are no longer available to take calls, they log out of the queue(s), just like clocking out for the day.
An agent may participate in multiple queues, and ACD queue parameters can be utilized to help identify an agent's priority or availability within each queue. Skill-based identification and routing are also available using agent weighing and can be changed "on the fly."
Analytics
Call Central has an analytic reporting platform that provides call information related to your call center or calls related to your business in general. An example of some reports that analytics provides are call distribution, call patterns, agent activity, agent DID usage, real-time statistics, and trending.
Analytics is accessible through a web browser, requiring no special software to be installed on your computer.
Queue Callback and Automated Notifications
Queue Callback allows a caller, who may be tired of waiting for their call to be answered, to press a digit and leave their telephone number for an agent to call them back once an agent becomes available—freeing the caller to do other things until called back. The system will "queue" the call and attempt to call them when an agent becomes available.
The service's job is to connect the callback destination party with an available agent.
Rules can be put in place so that if the system cannot reach the intended party due to their line being busy or they do not answer, it will continue to contact the party for a specified amount of time or attempts. While also applying rules as to how often it will make the attempts.
Automated Notifications supports running "campaigns" that you can use to notify customers, via any size of customer list, of needed information. List of examples include a late payment list, office closures, new hours, etc. Both real-time and historical reporting are available to show the current and final success of a campaign.