Properly handling your company calls can make a huge difference in terms of profit and customer satisfaction. There is a wide range of benefits that automated call distribution systems can introduce to any business, but first of all – what even is an automated call distribution system?
ACD – what is an automated call distributor?
The meaning of automated call distribution is quite simple – an ACD is a system that distributes your incoming calls based on a tailored algorithm and a set of custom rules. These rules can range from geographic distribution, to specific categories of questions asked by your customers, to priority and other factors.
ACDs frequently feature a custom-made voice menu that can forward customers to proper departments and representatives. An automated call distribution system is often a part of an IVR (interactive voice response) and can help your company manage heavy call traffic whenever your agents are offline, or you simply don’t have enough representatives to handle the needs of all of your customers.
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How does an ACD distribute calls?
There are numerous ways an ACD system can redirect calls in your company. Factors like current call traffic, your customer’s phone number, type of query, and even time of day can influence the ACD’s choice of representative. Most often, call centers determine the order in which they want their calls to be distributed, based on the skill of their representatives. Calls can also be distributed evenly throughout all agents to better manage the traffic.
An ACD can also forward calls to agents who are currently idle or who have not had much call handling time during the day to ensure that every representative’s work is similar. In addition, ACDs can make use of weighted call distribution, where every representative is assigned a specific set of factors that influence the choice.
What are the benefits of an ACD?
With an ACD running at your company, you can heavily reduce the call traffic your agents have to struggle with. Customer satisfaction rises, as your clients don’t have to wait for a long time until a representative becomes available. It also reduces the problem of redirecting customers through various agents to find the one they are looking for. With ACD, you can achieve almost instant response to your customers’ queries.
