Supply Chain Logistics ACD Phone System

Overview

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Ground Rules

• Please silence all electronic devices.

• Listen to the presentation in it’s

entirety prior to commenting.

Comments will be welcomed at the

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Session ObjectivesFollowing 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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Why the change?

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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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“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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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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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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Examples

Routine Call Emergency Call

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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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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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Telephone ScriptingIntroduction & 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!”

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Questions?

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