ACD (Advanced Call Distribution) in Call Center Software

In today’s world, where providing efficient customer service is the topmost priority for businesses, handling large volumes of incoming calls each day can be quite challenging for any business. This is because, with only a basic telephony system in place, agents are unable to handle the heavy inbound call traffic.

Here is where the advanced call distribution (ACD) feature in an intelligent call center software serves as a blessing in disguise for them.

What is ACD?

ACD is commonly known as an advanced call distributor or automatic call distributor or automatic call routing rule. It is a feature in an intelligent call center solution that intelligently transfers incoming calls to the right executives. It receives incoming calls, sorts them in a sequence based on certain predefined parameters set by the call center or call center software itself and then transfers the calls to the correct team or agents. For example, a caller who has selected Hindi as his/her preferred language will only be connected to Hindi speaking agents.

Advanced Call Distributor (ACD) forms the base of any call center software and is vital for streamlining calls from customers.

How does the ACD function?

When the call center is flooded with calls, ACD places these calls in a systematic queue and allocates these calls to the most suitable executives/agents capable of handling them. There are certain predefined specifications set by the call center software developer on which ACD works. Some of them include the time of the day, type of customer (premium, priority, general, VIP, etc.), area code of the incoming number, call traffic, nature of the query, call queue, etc. This is how ACD is able to distribute calls effectively.

Most common types of call distribution used by ACD

1) Sequential order:

The ACD calls are routed to agents in a predefined sequence which is already set. This order could be based on experience, language proficiency, skill set, etc. It is also known as programmed call distribution. The order of distribution of calls is set in the call center.

2) Round robin distribution:

In this method, calls are distributed uniformly among all the agents. This makes sure that no agent is overloaded with too many calls. Every new incoming call goes to the next agent in a loop. For example, if agent 3 had taken the last call, the next call would go to agent 4, then agent 5 and so on. This style of distribution is also known as equal routing.

3) Weighted distribution:

Every agent in a team is given a weighted mark or score based on different criteria like technical expertise, experience, proficiency, languages known, etc. The calls are allocated to the agents depending on the score assigned to their respective IDs. This assures that the right calls are connected to the right executives.

4) Simultaneous distribution:

All agents are alerted about an incoming call. The first agent to pick up handles the call.

5) Idle-agent distribution:

In this system, calls are directed to the agent who has been idle for a long time or who is handing less number of calls. This method assures the optimal use of working hours for all executives.

Benefits of ACD feature of intelligent call center software solution:

ACD in the traditional or intelligent call center software is a boon. This is because of the following advantages it brings to the table:

• Optimized productivity of the agents
• Reduced calls waiting time for customers
• Flexible call routing
• Improved customer satisfaction and experience
• Quick response and resolution of queries and complaints
• Automated responses for repetitive queries
• Connects agents worldwide
• Increased efficiency
• Prevents lost calls
• Reduced cost
• Makes handling after-business hours calls
• Connects the right callers with the right agents

It is a good idea to choose a call center solution furnished with an advanced call distribution strategy. We have the one with this feature. Contact us for a free demo.