Sistem Distribusi Panggilan Otomatis (ACD)
Definisi:
Sistem Distribusi Panggilan Otomatis (ACD) adalah sistem yang mengalihkan panggilan masuk ke agen yang tepat berdasarkan kriteria yang telah ditentukan sebelumnya.
Unsur-unsur Utama:
Efisiensi Perutean Panggilan: Mengoptimalkan pendistribusian panggilan untuk mengurangi waktu tunggu.
Penyeimbangan Beban: Memastikan pembagian panggilan yang merata di antara agen yang tersedia.
Fitur Pelaporan: Memberikan wawasan mengenai volume panggilan dan kinerja agen.
Mengapa ACD Penting:
Sistem ACD meningkatkan kualitas layanan pelanggan dengan memastikan para penelepon segera terhubung dengan agen yang tepat, sehingga meningkatkan kepuasan pelanggan secara keseluruhan.
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