Being equipped to handle your calls as efficiently as possible is often the goal of any call or contact centre. Using automatic call distribution software can be one of the most useful tools to help alleviate the pressure of high call volumes for many business types across various industries. From skills-based routing to handling out-of-hours callers – there are a lot of things this system can help with.
In this guide, we’ll explain what we mean by ACD, how the process works, and the different routing options available to suit your customer support needs.
What is ACD?
Automatic call distribution is a phone system that can direct callers to an available agent. The concept itself is actually thought to be older than the idea of the call centres themselves. This technology was first used in the 1960s when public services and large businesses were searching for a more efficient way of handling large call volumes.
Now, it’s often used in call centres and contact centres for businesses around the world to handle all types of communications.
ACDs can be useful in a variety of situations, including:
- High-volume caller traffic
- When agents are offline
- Handling out-of-hours calls
- Automating responses to FAQs or common queries
How does automatic call distribution work?
There are three main steps involved in the automatic call distribution process. These are caller identification, call handling, and, finally, call routing.
Below, we’ll guide you through each step and what happens.
What does ACD mean in a call centre?
When multiple calls come through at the same time in a call centre, it can quickly overwhelm your agents and lead to disorganised, less-than-ideal customer support.
With ACD, the system can easily see who is available and route the call based on a pre-determined set of criteria. Therefore, they can take their time getting to the roots of any issues and answer queries more efficiently.
Although ACD was originally for use in call centres only, it has since developed a use within inbound contact centres. From routing social media messages to emails, modern ACD systems can do it all.
What call distribution types are available with ACD?
As we mentioned before, there are a few different routes you can take with your call distribution. Below, we’ll take you through each one and what it means.
What isn’t measured by ACD systems?
One aspect that must be considered before implementing ACD is that you’ll need to integrate it with other software and programmes to ensure it can run as effectively as possible.
For example, CRM integration will allow management to see how tickets are being raised and resolved through the system and make sure that customers are always receiving the right support within an adequate time frame.
Without the capabilities for these integrations, you could still find yourself with an overwhelmed call or contact centre and dissatisfied customers. Because of this, it’s important to choose an ACD system provider that provides third-party integrations as standard.