Unit 3 Discussion Board On Phone Based Support System (Essay Sample)

Unit 3 - Discussion BoardAuthor’s Name:University Name:Course:Date:The phone based solutions include IVR (Interactive Voice Response), ACD (Automatic Call Distributor) and Call Queues. IVR phone based solution incorporates the utilization of a menu framework which is involved with pinpointing, sectoring and directing callers to the most suitable department, help desk agent and/or voice message that’s prerecorded. Its pros include its capability to offer effective means of routing customers/callers with the best individual who have the exact skillset to meet their needs. Also, it enables agents to continuously convalesce their aptitudes of handling specific challenges affecting customers hence improving effectuality of customer servicing CITATION Ger13 \l 1033 (Geraghty, 2013). ACD utilizes the IVRS methodology but is specifically involved with redirecting callers to specifically the most desirable agents with regard to certain criteria such as language of caller. If no suitable caller is obtainable reachable at the moment of call, the caller is put in a waiting queue. ACD is advantageous since it allows the organization to garner lots of customer information that’s critical for gauging the level of customer-business relations. It allows proper monitoring, barging and conferencing of calls by the help desk management which is essential in creating useful reports CITATION www13 \l 1033 (Geraghty, , 2013). Disadvantage of IVR and ACD is that it may put callers on tiresome and lengthy waiting queues in case all agents are occupied. Call queues is another solution that the help desk can adopt. It adopts an intelligent technique of prioritizing callers in accordance to their requests respective level of urgency. The most urgent or most important calls are put in front of other less critical calls in the waiting queue. The advantage of this solution is that it offers organizations...