Cruise Control: disrupting the Call Center Industry
What if you could have more insight into the performance of external contact centers that handle (part of) your incoming customer service calls? And you could distribute these calls in such a way that the best performing contact center gets the most calls? And therefore, have more influence on achieving your KPI’s instead of being dependent on the contact centers’ service levels? Dream or reality?
Automatic call distribution
If your calls are being handled in more than one site, you’re most likely familiar with automatic call distribution (ACD). ACD makes sure that the incoming calls are divided among the planned sites based on for example a calendar distribution with a weighted distribution. And this weight is calculated based on the number of planned agents at the sites. These things can already easily be managed in our online portal Gearbox for any amount of numbers and routings.
Keep the numbers accurate
But what if the number of planned agents is different from the actual number of agents due to unforeseen circumstances? If you don’t adapt the number of planned agents accordingly, you will have more calls going to a site than the site can handle. This can lead to longer waiting times, more abandoned calls and decreasing service levels. So, you need to be kept up to date of that number of active agents in order to have a correct distribution of calls. That way you have both you and the contact center can achieve the desired KPI’s and service levels. But if you have multiple service numbers, campaigns, skill groups and contact center sites, it can be a lot of work to keep the numbers accurate.
Cruise control your call distribution
Because the planned number of available agents isn’t always the same as the actual number of available agents, why not base the distribution on the latter? That way no changes have to be made if the numbers are different than expected and the distribution is based on actual numbers instead of planned. To be able to do so, we extended Gearbox with Cruise Control. We expose an API enabling contact centers to provide the real-time number of available agents automated. This enables Gearbox to see the actual number of agents available for a campaign, skill group or service number. This number of agents per site is continuously and automatically updated in Gearbox. So, Gearbox can make a near real-time automated weighted distribution of incoming calls across sites based on call center capacity without human interaction.
More control and more insight
Because of cruise control, incoming calls are distributed in the most effective way. The best performing contact center gets the most calls, thus giving more control back to you as well as having more insight into the performance. No need to wait for reports from external contact sites, you can see it all in Gearbox 24/7. And make any changes you feel are necessary. As an additional benefit, because Gearbox is updated real-time of available agents, it spots problems like outages faster than humans can and diverts calls accordingly. It works even better if you combine Cruise Control with an Overload Solution, so you can be sure no caller will get a busy tone.
Interested in finding out more about how Cruise Control handles inbound call distribution? Get in touch, we will gladly answer any questions you may have.