Call centers keep incorporating new technologies to adapt to market changes, and the main goal for these updates is to improve customer experience, Automatic Call Distribution is a big player in call centers. It enhances the quality of customer support by connecting callers to agents with knowledge of the business and products.
In this article, by Contaque, a leading call center software solutions company, we define the call distribution system, explain its benefits to call centers, and talk about the best practices for the successful implementation of Automatic Call Distribution.
What is Automatic Call Distribution?
ACD is short for Automatic Call Distribution. It helps to route incoming calls to the most appropriate agent or department based on a fixed set of rules. An ACD system ensures that customer calls are efficiently managed, minimizing wait times and optimizing call resolution. Modern ACD software has evolved from simple call routing systems to dynamic solutions that consider factors such as agent availability, caller ID data, and even skill sets.
ACD systems work by analyzing the characteristics of each call as it comes in—whether through a traditional telephone network or VoIP—and using intelligent algorithms to route incoming calls to agents who are best equipped to handle the query. This process is often real-time, meaning decisions are made instantly to ensure that call volumes are managed effectively and that every call is handled by an agent with the right expertise.
What is the difference between IVR and ACD?
IVR is a technology that allows its users to interact with an automated menu before they are connected with an agent. IVR systems are used to find out users’ questions and needs and provide any assistance they require.
IVR systems work by first asking the user to press some specific keys on their mobile that resonate with their issue. Then the ACD takes your response and assigns a sales agent to help. IVR menus are equipped to collect customer data which the ACD uses to accurately distribute the calls. Both tools are compatible with each other and help in giving the best user experience.
How does ACD Work in Contact Centers?
Modern contact centers use advanced ACD systems to manage high call volumes and enhance the overall customer experience. The system does its task of routing calls to distribute traffic properly. It operates based on a set of fixed rules that allocate which agent or department should answer a call. These rules are defined in a calls-based manner after consideration of factors like time of day, current queue, and the nature of the user’s query.
Components of ACD Systems
- Call Identification and gathering data: When there’s an incoming call the ACD system collects information like caller id and any other data. This information is important for the system to decide how to route incoming calls.
- Routing based on algorithms: The ACD system applies its skills-based routing methods by Using fixed rules and parameters. This means that calls are assigned to agents based on their skill sets.
- Queue Management: The system manages a virtual queue for callers who are waiting. With acd software monitoring the call volumes, the system can adjust routing strategies to reduce wait times.
- Feedback and Analytics: Modern ACD solutions help managers with analytics and data that helps in understanding call patterns, agent performance, and overall system efficiency. This data is important in showing the benefits of automatic call distribution, such as enhanced customer service.
Types of ACD Distribution Methods
Let’s look at the most common ways to distribute phone calls in a contact center:
1. Fixed order
Fixed order call distribution is a system where you assign customer calls to agents in a predefined order. You assign the agents a number, let’s say it ranks them in order of their skill set. Then you use that information to choose fixed order routing. So, whenever a customer calls on the phone number, they’ll be routed to the number one agent. If that agent isn’t available then the caller gets routed to number two.
2. Round Robin Method
The round robin routing method is similar to fixed-order call distribution, with one key difference—it ensures balanced workloads for agents. Each agent is assigned a number, and the agent with number one still receives the first call. However, subsequent calls are distributed sequentially to other agents, regardless of whether agent one has finished their call. They will only receive their next call after every other agent has handled at least one.
3. Idle time-based method
The idle time-based call distribution method helps in sorting out the workload of agents. The contact center software finds which agent has been idle for a long time and routes the call to that agent. This ACD distribution system is helpful in agents’ productivity.
4. Availability based
The availability-based method is helpful for international or virtual call centers having a remote workforce.
ACD software is equipped with information on agent availability, with data on their work schedule, time zone, etc. It uses it’s algorithms to route the incoming calls to agents who are available.
5. Skills based
Skills based call distribution and routing is a more complex option that’s great for larger centers looking to streamline their call flows and deliver great CX.
You score your agents based on their skill sets in different areas—such as language skills, technical expertise, product knowledge, etc. Your ACD system—in concert with IVR menus—assesses the needs of any given caller, and routes them to the agent with the most suitable skill set.
For instance, a Spanish caller would get routed to an agent fluent in their language. Or, a caller with a specific billing query gets routed to an agent well-versed in billing and customer financials.
6. Channel based
This is a distribution method in contact centers, rather than call centers. It’s the distribution of customers to different agents based on the communication channel by which they reach out to you.
For instance, a contact center may serve customers via phone call, SMS, and live chat. Channel-based distribution, at the simplest level, may mean that queries get routed to one of three different agents depending on which of those channels is used.
Benefits of Automatic Call Distribution
Implementing an ACD solution offers many benefits of automatic call distribution let’s look at some of these advantages:
Improves Productivity
ACD systems allow contact centers to route incoming calls intelligently, ensuring that each call is handled by the best available agent. This agents-based approach not only speeds up call resolution but also minimizes the number of transfers and repeated customer inquiries. By reducing idle time and optimizing agent utilization, businesses can handle higher call volumes with fewer resources.
Better Customer Service
In service areas like that of customer service, every minute is important. ACD helps in the overall improved customer satisfaction rate. It uses data like caller ID to personalize interactions, which majorly improves the customer experience.
Adaptability in offices
An amazing feature of modern ACD systems is their ability to operate in real-time. This kind of routing even helps in peak hours or unexpected surges in call volumes. ACD can route incoming calls based on immediate conditions which reduces wait times.
Reduces costs and saves resources
By automating the distribution of calls, businesses can reduce the need for manual intervention. This automation reduces errors and helps in balancing workloads. Over time, the ACD solution can do major cost savings by reducing the operational costs that are associated with managing high call volumes.
Improved Call Resolution
One amazing benefit of ACD is its call resolution. With calls being directed to agents with the right skill sets, there is a higher chance that the customer’s issue will be solved during the first contact only. This not only improves efficiency but also gives customer confidence in the service provided.
The Future of Customer Support is Here!
Why let your customers wait when technology can route them to the right agent instantly? Cloud IVR combined with ACD eliminates bottlenecks, improves agent productivity, and ensures a seamless customer experience.
With Contaque’s advanced ACD routing, your business can handle calls more efficiently than ever. Ready to improve response times? Start with Contaque Cloud IVR Solution today!
Conclusion
Automatic Call Distribution is essential for almost every organization that relies on telephone communication to deliver high-quality customer service. With ACD companies can promise that each incoming call will get directed to the most appropriate agent.
With the implementation of the right ACD solution, businesses can expect higher operational efficiency, save money, and give the best customer satisfaction, this is a combination that helps every business grow and stay above in the competitive market.
Transform your customer experience with Contaque Cloud IVR & Smart ACD – book a demo today!
