Send Callers to the Most Qualified Agent Using ACD Skill Groups

Quickly directing callers to an operator for assistance is one important key to helping your call center provide better customer service. Amtelco’s robust contact center software includes built-in automatic call distribution (ACD) capabilities that use ACD skill groups to accurately send callers to operators trained to help them. This increases efficiency for both callers and operators, improving caller satisfaction.

Accurate Call Routing Starts with the Right Skill Groups

Customizable skill groups are an essential part of Amtelco’s built-in ACD. The flexibility of the Amtelco software makes it possible to set up custom skill groups to handle the specific types of calls you receive. Skill groups are also essential for matching each operator’s call-taking abilities so that new operators take easier calls at first and progress to more advanced skill groups as they gain more experience and confidence.

The possibilities for setting up skill groups are virtually endless, giving you the ability to designate skill levels to help your operators efficiently handle:

• General calls about office hours and locations
• Basic message-taking calls
• Calls that need to be dispatched
• Calls for multilingual operators
• Urgent medical or emergency calls

Mapping the Call Journey

In addition to skill groups, you can assign priority settings for call types which help control how the calls are distributed. This enables you to determine the importance of getting calls answered quickly versus requiring the call to go to an operator with a matching skill group.

You can redirect calls to other locations or skill groups for calls that:

• Haven’t been answered within a specified time
• Don’t match any of the skill groups for operators that are currently logged in

Detailed Call Settings

You can also decide which agent skill levels are eligible to handle:

• Ringing calls
• Answered calls
• Disconnected calls
• Check-in calls
• Dispatch calls

Additional Resources

The Amtelco ACD software solution includes many more features to give you precise control of your calls. Click here to learn about Genesis Skill Groups on TechHelper, Amtelco’s exclusive online customer support resource. Click here to watch a tutorial video on the ACD Skills Toolbar and the Reload ACD Skills Icon.