Depending on what your company does, peak hours can vary. But the way to deal with these hours is not to batten down the hatches and prepare your staff for the influx of overwhelming calls.

All telecom companies experience peak hours.  These hours, also called the busy-hour call attempts (BHCA), are defined as 60-minute periods which see more calls than any other hour during a 24-hour period.  Depending on what your company does, these peak hours can vary intensely.  But the way to deal with these hours is not by batting down the hatches and preparing your staff for the influx of overwhelming calls they’re bound to receive.  Not only are you losing money, you’re also losing employee confidence.  So, what’s the solution?  ACC Telecom is here to help you figure that out.

Automatic Call Distribution (ACD)

ACD is ACC Telecom’s way of handling BHCA.  If you’ve got multiple locations, phone calls can be transferred using this system as though all employees were in the same building.  This works for other offices, home offices, part time employees, or those who are in other off-site locations.  There are several benefits that come from this solution.  Mainly, you aren’t overloading your staff.  It goes without saying that quality is going to decrease when staff is stressed and working too quickly.  With ACD, you’re lessening this load, so more staff is able to handle more calls with better success rates.  You won’t lose any customers who are frustrated from being kept on hold for too long.  ACD is how your business can easily handle BHCA, and it’s as streamlined as possible.  But this isn’t all ACD provides.

Added Features

Along with connecting your businesses and home offices, ACD is also integrable with mobile devices.  It has website integration, which allows customers to request a callback if they’ve been put on hold.  Priority queueing, balanced routing, IVR voice assistance, skill-based routing–all of these reasons make ACD the perfect solution for BHCA.  Regardless of when your peak hours are, ACD can be used to your economical advantage.  Lessen the load on your staff today, and boost your sales.

ACC Telecom’s 3CX business phone system includes Contact Center Automatic Call Distribution installation.

We offer voice and data security services that are reliable, simple, and affordable.  ACC Telecom is certain to be the right telecommunications company for businesses everywhere. We have been providing expert service and advice since 1979 and can meet all of your telecommunications needs. We offer a wide range of business phone and video surveillance systems to meet the needs of any organization.  We have been helping build the future of communications for business all across Maryland, DC, and Northern VA.

Please contact ACC Telecom to learn more about contact center business communications software for your business.