Automatically distribute calls to the designated department of your choice.
Reduce wait times to improves prospect and customer experience. Combine Automatic Call Distribution with our IVR to direct calls without human intervention.
In the past, small businesses relied on traditional phone systems to do business: a prospect
calls, the receptionist answers and either transfers the call or takes a message.
But what happens if the receptionist is on the line and another call comes in?
How long will the second caller wait before hanging up? What if there are multiple calls at
the same time? Are you willing to risk losing all these opportunities?
If not, then you need Automatic Call Distribution to ensure every call goes through.
With DYL’s Automatic Call Distribution, incoming calls are automatically routed to the
people or department designated, based on the criteria
you set.
1.
Use Intelligent Call
Routing to Direct Your
Calls Faster
2.
Match Your Caller with
the Right Department or
Agent
3.
High Tech Meets Higher
Customer Satisfaction
4.
Additional Features
Select from a wide variety of routing strategies, like:
Rotary call distribution - Agents
take turns picking up calls to share the volume equally.
Fixed order distribution - Sends
calls in a specified order, starting with the first person on the list and working its way
down. If one agent is busy, the phone for the next available agent rings.
Simultaneous call distribution -
The most widely used. Alerts all agents of incoming calls to reduce customer waiting time.
The first person to pick up, handles the call.
Why use Automatic Call Distribution? Because minimizing a caller’s wait time improves the
customer’s experience and gives sales teams a better chance of closing more sales.
Use Intelligent Call Routing to Direct Your Calls Faster
80% of customer calls are
answered within 20 seconds.
Any longer than that and you risk them hanging up.
So how are today’s businesses achieving such a quick response rate?
The answer is Automatic Call Distribution.
Also known as Intelligent Calling Routing, this feature automatically routes calls in the
sequence you choose to improve your contact rate and offer a better customer experience.
No administrator or manager intervention is needed. And this feature is just one of many
included in business growth platforms like DYL.
So who needs DYL’s Automatic Call Distribution? Businesses with sales and customer service
teams who want to improve customer
satisfaction and retention.
How well do you know your business?
Question
Match Your Caller with the Right Department or Agent
DYL’s Automatic Call Distribution feature helps grow your business a couple of
ways.
For starters, when a potential new client calls, a sales rep will always be available,
because your entire team is given a shot at taking the call in whatever sequence you choose.
This of course, can lead to landing new
business that would otherwise go to your competitor.
Secondly, customers calling in for tech support or customer service assistance will be more
likely to give you repeat business
and stay with you long term
if they feel valued.
This starts with reduced call wait time.
In short, Automatic Call Distribution improves processes for both sales and customer service
teams.
High Tech Meets Higher Customer Satisfaction
While comparing the company’s sales reports to its monthly call logs, George Mattel,
President of Mammoth InterTech, noticed a discrepancy.
It appeared that although the company’s incoming call volume was high, a significant number
of sales were never closed.
Further investigation revealed the cause of the problem. Ironically, they were using an
outdated phone system.
Unlike with his competitors, prospects calling Mammoth didn’t always get through to a live
person. Instead, the phones would either ring endlessly or they were sent directly to
voicemail.
Needless to say, this resulted in a lot of missed opportunities.
So, George turned to DYL’s all-in-one platform.
With DYL, he could ensure all calls would reach a live person in a timely manner, because
DYL’s Automatic Call Distribution could automatically route calls to the entire department
all at once or in a sequence, rather than just one representative who may or may not be
available.
The following quarters proved he made the right choice. New accounts were being signed
daily and customer satisfaction skyrocketed.
DYL’s All-in-One Platform includes over 80 Customizable Features
