A call centre can make a critical difference to your company's success. Toshiba's range of Automatic Call Distribution (ACD) applications puts a call centre within easy reach of almost any business, allowing you to serve customers with maximum speed, efficiency and cost effectiveness.

In today's competitive environment, the ability to manage customer and internal voice communications effectively is increasingly critical. Understandably, callers want their calls to be answered quickly and dealt with efficiently. They do not want to be held in a long queue, and passed from department to department before a question is answered.

Flexible Call Routing - Route calls based on caller ID, DDI number dialled, balanced call count, preferred agent treatment, agent priority, or time-of-day, day-of-week or, with Call Router, day-of-year, providing maximum flexibility.

Intelligent Queue Announcements - If all agents are busy, calls to an ACD group are queued to wait for the first available agent in the group. While waiting, callers hear programmed announcements or music, encouraging them to remain on hold. This gives you an opportunity to provide valuable information while they're waiting.

Interactive Call Announcements - When a customers calls into the organisation, there is an opportunity to collect important information before the call is put through. This saves both the customer and agent time, increasing efficiency and customer satisfaction.

Priority Queuing - Enabling higher-priority calls to be answered sooner than low-priority calls, ACD calls can be tagged with a priority number before they are placed into the ACD group queue. The priority number assigned to the call then determines where the call is placed in the queue.

Multiple Call Queues - You can set up multiple call queues for differing services or sales promotions, each with an individual announcement. If callers are handled more efficiently and personally, this improves customer satisfaction which in turn leads to increased loyalty and revenue.

Call Back Service - Rather than making callers wait in a queue, a call back service can be offered that allows them to leave a request to be called back. Call backs can be prioritised in order of importance to the business, urgency or convenience, and agents can ensure that they are fully armed with background information to help them answer the query quickly and efficiently.

For additional features and information on how our Automatic Call Distribution will benefit your business, please give us a call on our FREEPHONE number above.