Section 525 - ACD/MIS Reference
Overview
576/HD-50-525
DBS 576/HD issued September 2001
OV-5
Figure 2. Standard ACD Package
How ACD Can Benefit Customers
Among the many benefits that ACD can provide to users, nothing compares
to the overall increase in
Customer Satisfaction
that can be gained using
this tool.
Callers entering into ACD systems have the comfort of knowing that their
call is being processed by prompting the caller periodically through various
messages. ACD above all else, eliminates terminal holds which can be
extremely frustrating to customers, and the business can ultimately lose the
customer. This can cost businesses thousands of dollars in lost business that
can never be measured.
Decreasing Costs
always provides a tremendous benefit to organizations,
and ACD systems can certainly help accomplish this goal. Efficient call
centers can:
•
Eliminate multiple handling of calls, reducing staff expenses
•
Manage staffing levels by providing report data on call center activity
and call flow
•
Manage agent efficiency
•
Reduce returned calls (Outbound Toll)
•
Help determine the correct number of incoming lines
PW
C PC
OP2
OP1
FS1
FS2
DBS 576
MIS Report
Output
Personal
C omputer
Printer
(RS-232C -type)
(RS-232C
C ables)
FS3
FS11
FS12
Power
Supply
Unit
C
P
C
288
/
576
L
T
R
/
8
L
T
R
/
8
D
E
C
/
8
A
C
D
V
P
U
/
4
