ACD, short for Automatic Call Distribution, is a system that automatically routes incoming calls to the most suitable agent or department based on agent availability and customer needs. Call centers and contact centers use an automatic call distribution system to manage incoming calls and improve overall customer experience.
How Automatic Call Distribution Works
ACD systems are designed to route incoming calls based on several factors:
An automatic or automated call distribution system uses a set of rules or guidelines to route inbound calls. Here are some programmable factors that you will find in your ACD system.
- Agent Availability: An ACD system can be set up to reduce customer wait times. Every time a customer calls, the ACD will seek an available agent and route the call to them, instead of the busy lines. If all lines are busy, ACD will transfer the call to the next available agent.
- IVR (Interactive Voice Response) Integration: ACDs are often integrated with IVRs to gather initial customer information. These IVRs use number input or voice to determine a reason for the call. Advanced AI IVRs can also collect long statements and queries.
- CTIs and CSTAs: Some ACDs use computer telephony integration (CTI) or computer-supported telecommunication applications (CSTA) to route calls. These allow advanced call routing by integrating computers and phone systems for a more personalized customer experience. For example, if a customer is calling back after a dropped call, they can be connected to the same agent that they were speaking to.
- Skill-Based Routing: Using the data from the IVR systems, ACD can intelligently route calls to the most skilled agent for that query. Agents who understand the product, field those queries; while the ones who handle billing, handle those. This reduces the need for unnecessary transfers and wait times.
Optimizing your ACD
There are many great automatic call distribution software on the market with advanced feature sets. Regardless of the system you pick, you will need to go over these fundamentals to see if the tool is performing well.
- Call Monitoring: An ACD comes with a call monitoring feature. See how the system is managing incoming calls and how efficient it is at routing calls to the right agent.
- Agent Scheduling: Using the tools within your ACD, you can see trends in call volumes and predict agent availability. Always be aware of your incoming call volumes so that you can schedule the right amount of agents to take customer calls.
- Integrate with Your CRM: Integration with CRMs is not a must for ACD systems, but it is convenient. A CRM helps you track customer interactions like payment, previous tickets, and their personal information. Before buying an ACD system, see if it’s compatible with your CRM tool.
- Skill Matching: Audit your ACD system periodically to see if its routing calls the way it’s supposed to. Tweak the variables to get the right mix of smart routing and lower wait times. Remember, always prioritize customer experience
Why Do ACDs Matter?
ACDs handle call routing. An ACD is important for call center operations as it connects customers to the right call center agents based on the nature of their query. This helps you reduce wait times for the customer, and connect them with the most qualified agent for their specific issue. By integrating with IVRs, CTIs, and CRMs, these tools help you personalize interactions which elevates customer experience on the whole.
