2. Ground Rules
• Please silence all electronic devices.
• Listen to the presentation in it’s
entirety prior to commenting.
Comments will be welcomed at the
2Friday, October 30, 2015
3. Session Objectives
Following this session, participants will be able to:
• Understand ACD functionality and how it will be utilized
within our organization
• Understand the departments primary goals for
implementation
• Understand the importance of effective communication
and exercising exceptional customer service techniques
• Introduce mandated telephone scripting
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5. Primary Goals
• Improve service levels
• Enhance visibility with both call volume and content
• Reduce the drivers of dissatisfaction for both the
customer and the provider
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6. “Go Live” is set for
04/06/2015 at 6:00am
At that point, the current SCL Stat voicemail system will become obsolete
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7. What is ACD exactly?
• ACD stands for automated call distribution system.
• ACD provides sophisticated inbound automatic call
distribution routing capabilities
• ACD functions that SCL will specifically be utilizing are
digital message recordings, direct message/
call routing, and caller ID.
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8. The biggest component to
this ACD conversion are the
audio attachments.
These attachments have
replaced the need to utilize
the traditional voicemail
system.
Messages are received “real
time”, within seconds of the
actual recording being left.
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10. Why is effective communication so
important?
• Effective verbal and nonverbal communication skills are
valuable in the workplace.
• Better communication in the workplace improves efficiency
• Fewer “escalated” incidents would occur if communication
and empathy were exercised when unexpected situations
arise
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11. Providing exceptional customer service for every
customer
• Acknowledge each customer.
In person example:
•Verbal- A simple “Good Morning” makes a difference.
•Non Verbal- Make eye contact and smile
• Introduce yourself
• Communicate delays and give times (when possible) of when
the customer can expect the issue to be resolved
• “Manage up”
•“Bashing” our fellow employees makes both the department and
the individual look poorly
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13. Telephone Scripting
Introduction & Conclusion
Introduction:
“Supply Chain Logistics emergency line, (Name) speaking, how
may I assist you?”
Conclusion:
“ Is there anything else that I could assist you with? (If not),
well thank you for calling. Have a wonderful day!”
13Friday, October 30, 2015
