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Uniform call distributor

Definition

What is a uniform call distributor?

A uniform call distributor (UCD) refers to a system or a process that allows agents to get the same volume of calls during the same shift.

For example, if an agent has been sitting idle for too long, the system would route calls and open tickets their way to balance out the workload. In other words, a uniform call distributor ensures that everyone on the floor is productive and efficient.

What is a uniform call distributor?

Advantages of having a uniform call distributor system

In business, one of the most important things is making sure that your customers always have a positive experience when they interact with you. One way to do this is by implementing a uniform call distribution system. 

This system ensures that each customer always gets put through to the right person and that they never have to wait on hold for too long.

1. Reduced customer wait times

Systems like this ensure that each customer is given the same level of service, regardless of the time of day or volume of calls. 

They also help minimize wait times and reduce the number of staff necessary to manage calls. By implementing this system, businesses can improve their customer service and organizational efficiency.

This can help to improve customer satisfaction and reduce the number of complaints.

2. Increased efficiency for your business

A uniform call distribution puts all of your customers’ calls into a queue and distributes them evenly among your team members. By doing so, you’ll ensure that no one is overworked and that customers always have someone available to help them. 

Plus, having a well-organized process in place will make your business appear more professional to potential customers.

3. Reduced stress for employees

It ensures that all employees receive an equal number of calls, which eliminates the need for employees to compete for customers. This can lead to a more positive work environment and improve employee satisfaction.

Additionally, with everyone with the same workload, everyone has the freedom to work at their own pace.

4. Incoming calls easier to manage

In today’s business world, it is essential to have a process for handling incoming calls. The system ensures that all calls are directed to the appropriate person or department, making it easier to manage customer inquiries. 

With this system in place, your business can improve its customer service response time and provide a more streamlined experience for callers.

Although a uniform call distributor system may have some initial setup costs, the long-term benefits make it well worth the investment. 

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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.