Take Control of
Your Incoming Phone Calls
In the fast-paced ‘90s, customers
want service in a hurry. How is your business responding? The telephone
is often your first and most frequent contact with customers. And
the way you handle incoming calls speaks volumes about your business.
When call handling is a challenge, you’ll
be amazed how quickly Norstar MINUET Automatic Call Distribution
(ACD) turns chaos into calm. Here’s how it works:
· You assign some or all phone lines to
· Incoming calls are recognized and automatically answered.
These calls are then intelligently distributed to groups or individuals
based on your flexible routing specifications.
· If your staff is busy, Norstar MINUET ACD holds the call
in queue until a phone representative becomes available. Based on
your instructions, Norstar MINUET ACD can play voice announcements
to encourage callers to wait as well as promote your company’s
new products and services.
· When staff members become available, the call on hold the
longest is sent to the next available person or the one most qualified
to handle it.
Norstar MINUET ACD makes call handling faster
and easier with:
· More efficient call routing
· Improved customer service
· Better employee morale
· Increased revenue
· Reduced line and toll charges
Call Handling Efficiency
Norstar MINUET ACD supports call handling in two
different ways. MINUET ACD supports a small, formal call center,
where a company has dedicated several people to take similar kinds
of telephone calls. MINUET ACD also supports an "informal"
call center, in which staff members are not dedicated to just answering
incoming phone calls, but have other responsibilities as well. Businesses
of every type can benefit from automatic call distribution options,
which make your business easier to deal with for your customers.
And better customer service leads to increased revenue.
Norstar MINUET ACD can support your busy receptionist
during the day. MINUET ACD queues the calls in a first-in, first-answered
manner, allowing the receptionist to handle a large number of calls
more efficiently. Plus, MINUET ACD can play recorded announcements
about current service offers and promotions to callers on hold,
reassuring them that they haven’t been forgotten. (Research
shows that 34% of callers will inquire about a product or service
advertised via a recorded announcement.)
For maximum effectiveness, simplicity and cost,
Norstar MINUET ACD combined with Norstar Voice Mail offers a better
way to manage your communications, and ultimately your business.
Integrating these applications makes your incoming call coverage
complete and provides important options for your callers. Callers
can either go into queue to speak to a representative, or go into
Voice Mail to leave a message. Plus, Voice Mail works 24 hours a
day, so your customers can always leave a message for you to return
during business hours.
Managing Peak Periods
Managing your business communications also means
adjusting call coverage for peak and non-peak periods. Norstar MINUET
ACD software supports from 1 to 10 employees or customer representatives
simultaneously, and allows you to establish two different answering
groups for greater flexibility in call handling. Some customers
designate the second group as overflow, to handle those extra-busy
times. This kind of flexibility keeps your company responsive and
competitive…and your customers happy.
Value-Added Call Statistics
To effectively manage your business, you must
know what’s happening with incoming calls. Norstar MINUET
ACD provides this information by displaying call statistics on the
LCD Window of your Norstar telephone.
You can tell how many calls were answered, abandoned
or disconnected during a specific time period, as well as the average
time it took to answer a call. These statistics are crucial in managing
customer service levels. By knowing when call volume is heaviest,
you can add staff or an overflow group to meet this increase. Norstar
MINUET ACD’s Call Categorization allows your staff to enter
a numeric code at the completion of a call indicating business referrals,
advertising or promotions results, or type of problem reported.
This information can help you focus your business in the most beneficial
More Revenue Opportunities
Efficient call handling and equitable distribution
of calls can have an immediate effect on customer relations and
staff productivity. When calls are equitably distributed among employees,
industry averages cite productivity increases between 20% and 40%,
which can have an immediate impact on customer relations. And with
more calls handled in less time, you can provide additional services
and generate more sales with your existing personnel.
Plus, Calling Line ID information is passed directly
to the person taking the call, so they can tell who is on the phone.
Calling Line ID information can also be used in conjunction with
a "screen pop" application to bring the customer’s
record from your company database right to employee’s computer
screen to make order taking and verification faster and easier.
Reduced Labor and Long Distance Costs
Norstar MINUET ACD impacts your bottom line by
helping decrease staff turnover and reducing long distance charges.
By distributing calls equally among your staff, Norstar MINUET ACD
prevents anyone from being overloaded with calls. It’s no
surprise that when employees are happier in their jobs, there is
less absenteeism and turnover.
When the Delay Answer feature is turned on, Norstar
MINUET ACD checks for an available representative before answering
an incoming call. If one is not available, MINUET ACD automatically
waits a specified amount of time—which you determine—before
answering the phone. This answering delay immediately saves you
money in 800/888 line charges.
ACD Migration Path
Today, Norstar MINUET ACD can handle your incoming
calls with remarkable ease and efficiency. But what happens tomorrow
when your company expands and the volume of incoming calls increases?
As you grow, look no further than Norstar for your communication
solutions. With Norstar MINUET, PRELUDE and CINPHONY ACD applications,
Norstar provides call center solutions that support from 2 to 80
employees and up to 24 groups.
Developed specifically for growing companies with
basic call handling needs, Norstar MINUET ACD is an excellent way
to enhance call routing efficiency. Norstar PRELUDE and CINPHONY
ACD are designed for telephone operations that need more sophisticated
Norstar MINUET, PRELUDE and CINPHONY ACD
are products of Cintech Tele-Management of Cincinnati, Ohio. Since
1990, Cintech has delivered powerful software solutions to Norstar
users especially designed to meet the needs of small business, departments,
and branch offices.