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Automatic Call Distribution

How Automatic Call Distribution Works

In the past, small businesses relied on traditional phone systems to do business: a prospect calls, the receptionist answers and either transfers the call or takes a message.

But what happens if the receptionist is on the line and another call comes in?

How long will the second caller wait before hanging up? What if there are multiple calls at the same time? Are you willing to risk losing all these opportunities?

If not, then you need Automatic Call Distribution to ensure every call goes through.

With DYL’s Automatic Call Distribution, incoming calls are automatically routed to the people or department designated, based on the criteria you set.
DYL Advanced Workflows
  • 1. Use Intelligent Call Routing to Direct Your Calls Faster

  • 2. Match Your Caller with the Right Department or Agent

  • 3. High Tech Meets Higher Customer Satisfaction

  • 4. Additional Features
Select from a wide variety of routing strategies, like:

Rotary call distribution - Agents take turns picking up calls to share the volume equally.

Fixed order distribution - Sends calls in a specified order, starting with the first person on the list and working its way down. If one agent is busy, the phone for the next available agent rings.

Simultaneous call distribution - The most widely used. Alerts all agents of incoming calls to reduce customer waiting time. The first person to pick up, handles the call.

Why use Automatic Call Distribution? Because minimizing a caller’s wait time improves the customer’s experience and gives sales teams a better chance of closing more sales.
DYL Workflows Dashboard DYL Workflows Dashboard

Use Intelligent Call Routing to Direct Your Calls Faster

80% of customer calls are answered within 20 seconds.

Any longer than that and you risk them hanging up.

So how are today’s businesses achieving such a quick response rate?

The answer is Automatic Call Distribution.

Also known as Intelligent Calling Routing, this feature automatically routes calls in the sequence you choose to improve your contact rate and offer a better customer experience.

No administrator or manager intervention is needed. And this feature is just one of many included in business growth platforms like DYL.

So who needs DYL’s Automatic Call Distribution? Businesses with sales and customer service teams who want to improve customer satisfaction and retention.

How well do you know your business?

Question

DYL Advanced Workflows

Match Your Caller with the Right Department or Agent


DYL’s Automatic Call Distribution feature helps grow your business a couple of ways.

For starters, when a potential new client calls, a sales rep will always be available, because your entire team is given a shot at taking the call in whatever sequence you choose.

This of course, can lead to landing new business that would otherwise go to your competitor.

Secondly, customers calling in for tech support or customer service assistance will be more likely to give you repeat business and stay with you long term if they feel valued.

This starts with reduced call wait time.

In short, Automatic Call Distribution improves processes for both sales and customer service teams.
DYL Advanced Workflows
DYL Advanced Workflows

High Tech Meets Higher Customer Satisfaction

While comparing the company’s sales reports to its monthly call logs, George Mattel, President of Mammoth InterTech, noticed a discrepancy.

It appeared that although the company’s incoming call volume was high, a significant number of sales were never closed.

Further investigation revealed the cause of the problem. Ironically, they were using an outdated phone system.

Unlike with his competitors, prospects calling Mammoth didn’t always get through to a live person. Instead, the phones would either ring endlessly or they were sent directly to voicemail.

Needless to say, this resulted in a lot of missed opportunities.

So, George turned to DYL’s all-in-one platform.

With DYL, he could ensure all calls would reach a live person in a timely manner, because DYL’s Automatic Call Distribution could automatically route calls to the entire department all at once or in a sequence, rather than just one representative who may or may not be available.

The following quarters proved he made the right choice. New accounts were being signed daily and customer satisfaction skyrocketed.

DYL’s All-in-One Platform includes over 80 Customizable Features

See if DYL is for you.