Improve Caller Satisfaction by Redirecting Callers

Amtelco’s powerful, built-in automatic call distribution (ACD) quickly gets callers to the most qualified operators. This is accomplished using ACD Skill Groups to match agents with clients, helping promptly direct callers to to someone who can help them.

The completely customizable skill groups are typically based on the type of call, such as general main office line inquiries, simple message-only calls, dispatch-required messages, calls needing a multilingual operator, and urgent medical or emergency calls. You can then match your agents’ skill levels with the client call types, ensuring efficient call handling.

Meeting the Needs of Your Callers

After you set up your skill groups, incoming calls are directed to an agent with the necessary skills. At times, a caller may require specialized assistance. The agent can easily connect the caller with an agent who can help them, for example, quickly transferring a Spanish-speaking caller to a Spanish-speaking skill group.

Using the Park-to-Skill Feature

Amtelco makes it easy to move a call to the right skill group. Operators use the park-to-skill keyboard shortcut, pick the group, and type a quick note about the call if needed. You can even build park-to-skill into your scripts so it happens automatically. When the call is parked, the agent who receives it will see the note from the agent, along with any information already typed into a message, saving time for everyone.

See Park to Skill in Action

Park-to-skill is available for both Web Agent and Soft Agent. Tutorial videos for each are available on TechHelper, Amtelco’s exclusive customer support site:

• To see how to use Park to Skill in Web Agent, click here.
• To see how to use Park to Skill in Soft Agent, click here.

Deliver a Better Caller Experience

When your agents have the right tools, your callers enjoy a better experience. Amtelco’s ACD Skill Groups and park-to-skill capabilities are designed to keep your call center running seamlessly and ensure callers always reach the best-qualified agent.