Home » Glossary » Automatic call sequencer

Automatic call sequencer

Definition

What is an automatic call sequencer?

An automatic call sequencer handles incoming calls and informs the caller that the call has been placed on hold. It also contributes to display the length of time each caller has been put on hold.

Queued calls are sent to the next available agent in the order that they were received, allowing you to handle customers effectively. While on hold, the client will be shown his current position in the line as well as its projected wait time.

Custom music or announcements will also be played while on hold. The overall number of callers who can wait in the line is controlled by the total number of representatives appointed to handle the queue and the total number of voice channels available.

What is an automatic call sequencer?

What is the main function of an automatic call sequencer?

The call sequencer’s primary role is to control available call center agents to incoming calls. A flashlight signifies a pending call, with the quickest flashing indicating a call that has been pending for a significant period.

A call sequencer is a basic and low-cost gadget that keeps track of incoming calls, how quickly they are answered, how long people wait, and how many people abandon.

When ACD lines get clogged or when call center agents take breaks, the automatic call sequencer can hand off work to them. While the call center agent is speaking with the client, if there are other possibilities to sell other items or services, the automatic call sequencer (ACS) will take over by transferring more calls to other agents.

Start your
journey today

  • Independent
  • Secure
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.