ACD (Advanced Call Distribution) in Call Center Software

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ACD (Advanced Call Distribution) in Call Center Software

November 15, 2019

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 intelligent call center software serves as a blessing in disguise for them.

What is ACD in Call Center Software?

An advanced call distributor (ACD) is commonly known as an automatic call distributor or an 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.

The telecommunications technology and call routing strategy known as Advanced Call Distribution (ACD) operates in call centers and contact centers. It efficiently distributes incoming calls to the most suitable and available agents or representatives. ACD’s main objective is to enhance customer service by reducing wait times and directing calls to the appropriate personnel capable of effectively addressing the caller’s needs.

ACD systems employ various algorithms and strategies to route incoming calls, taking into consideration factors such as agent skills, availability, call priority, and historical data. Some key features and concepts associated with ACD include:

1) Skills-Based Routing:

ACD systems can route calls based on the specific skills and expertise of agents. This ensures that callers are connected to agents who are best equipped to handle their inquiries or issues.

2) Queue Management:

Calls that cannot be immediately answered are placed in a queue. ACD systems manage the queue, providing features like estimated wait times, position in the line, and options for callbacks.

3) Automatic Call Center Software:

Calls are automatically directed to available agents, reducing manual intervention and ensuring efficient call handling.

Read Also: Top Reasons to Use Call Center CRM Integration from Inextrix

4) Interactive Voice Response (IVR):

IVR systems commonly link with ACD to collect caller info, direct to right department/agent, enhancing routing.

5) Priority Routing:

ACD systems prioritize calls, directing urgent or important ones to skilled agents. Advanced Call Distributor (ACD) forms the base of any call center software and is vital for streamlining customer calls.

How Does the Call Center Software Function?

ACD queues and assigns call to suitable executives/agents during high call volumes. The call center software developer sets certain predefined specifications on which ACD operates. Some factors include the time of day, customer type (premium, priority, general, VIP, etc.), incoming number’s area code, call traffic, query nature, and call queue. This is how ACD can distribute calls effectively.

Most Common Types of Advanced Call Distribution Used by Call Center Software

1) Sequential Order:

The ACD calls are routed to agents in a predefined sequence that is already set. This order could be based on experience, language proficiency, skill set, etc. Programmed call distribution, also referred to as automatic call distribution, establishes the call center’s predetermined order for distributing calls.

2) Round-Robin Distribution:

This method uniformly distributes calls among all the agents. This ensures that no agent becomes overloaded with too many calls. Every new incoming call goes to the next agent in a loop. For instance, if Agent 3 took the last call, the next would go to Agent 4, then Agent 5, and so forth. People also refer to this style of distribution as equal routing.

3) Weighted Distribution:

The team rates agents based on criteria like expertise, experience, languages, etc. Agents’ IDs receive scores, and the team connects suitable calls to executives accordingly.

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 go to idle or less busy agents. This method assures the optimal use of working hours for all executives.

6) Skill-Based Routing:

We connect customers with agents possessing relevant expertise to assist them effectively.

7) Priority Routing:

Calls are assigned priority levels based on factors such as caller type, issue severity, or customer status. Agents direct higher-priority calls ahead of lower-priority calls.

8) Longest Idle Agent:

The system sends the call to the agent who has been idle (not handling a call) for the longest period. This strategy can help ensure that agents receive a relatively equal number of calls and have adequate rest between interactions.

9) Percentage-Based Distribution:

Agents distribute calls based on predefined percentage allocations. This approach grants greater control over the distribution of calls among agents with varying capabilities.

10) Least Occupied Agent:

The system sends the call to the agent who currently has the fewest active calls. This strategy aims to balance the workload by directing calls to agents who can handle them.

11) Time-Based Routing:

The system distributes calls based on the time of day, day of the week, or specific time intervals. This can help align call distribution with agent availability and business hours.

12) Geographic Routing:

Agents route calls to a specific geographic region corresponding to the caller’s location. This practice proves useful for delivering localized support and accommodating language preferences.

13) Interactive Voice Response (IVR) Routing:

The IVR system directs calls, and callers navigate menus to reach departments or agents based on selections.

14) Overflow Routing:

If all agents are busy, the system directs calls to backup or overflow queues. When an agent becomes available, subsequently, they route the oldest call in the overflow queue to them.

15) Agent Groups:

Groups organize agents according to their skills, expertise, or specific functions. They then route calls to the relevant group, and agents within that group manage the calls.

Benefits of ACD Feature of Intelligent Call Center Software Solution:

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

  • Optimized productivity of the agents
  • Reduced call 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.

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