Modern call center has its purpose to not only provide connection between customers and customer service agents, but first of all, to make the issue resolution process faster and more efficient. Thus, contact centers use specialized software to provide automatic call routing, which allows them to link calls to appropriate agents timely.
The software solution that makes automatic call routing possible is called Automated Call Distributor (ACD), which manages the flow of incoming calls and distributes them to agents by operating specific pre-set rules and algorithms. Without the ACD software, it is impossible to set up intelligent call routing, and skills-based routing (weighted call distribution) as well, which makes it an irreplaceable tool for call centers. There are also some other ACD phone system features, such as simultaneous call distribution, different distribution methods, computer telephony integrations (CTI), automatic number identification, language proficiency, etc.
Let’s find out what are the main benefits of using the Automatic Call Distribution (ACD) software, what is the ACD functionality, and key ACD features.
What Is An Automatic Call Distribution?
Automatic Call Distribution (ACD) is a specific call center software that enables automatic call routing with the wide range of possible ACD routing algorithms available. Automatic Call Distribution (ACD) always works paired with IVR (Interactive Voice Response) system to ensure effective call routing.
ACD systems are a must-have, because they allow call centers to manage inbound calls volumes automatically, and forward calls to contact center agents in accordance with the purpose of customer calls or other parameters – whatever is the current business requirements. The main purpose of ACD solutions is to provide timely and accurate connection with suitable agents based on agent skills, idle time, time of day, number of incoming phone calls in a queue, VIP customers, etc.
How Does Automatic Call Distribution Work?
Automatic Call Distributor (ACD) software works as a traffic control system, which means it permanently monitors incoming calls and routes them to agents by using specific algorithms and obeying pre-set ACD routing rules. When a call is initiated and identified by the ACD system, it looks at its key parameters – Caller ID, call status, etc., – and then correlates this data with routing rules to determine the most appropriate agent.
ACD system have to be connected with an IVR system, as IVR system plays the role of sorting center for calls, as it understands the purpose of the call and provides this information to ACD system. Also, you can integrate it with CRM (Customer Relationship Management) software to allow agents to find all customer-related information in the system during the call and thus provide personalized customer service. ACD system not only makes sure that all calls from the call queues are distributed to agents equally, but also it chooses agents based on their skills – in skill-based routing mode or any other smart routing mode – which reduces average resolution time and improves customer satisfaction scores.
There are numerous intelligent routing options, such as time-based call distribution, data-based call distribution, rotary call distribution, and so on. This all combined provides better call center efficiency, agent efficiency, faster response time and resolution rates.
7 Proven Benefits Of Automatic Call Distribution:
Let’s find out the seven most essential benefits of using the Automatic Call Distribution software.
1. Enhanced Customer Service And Experience:
In skills-based call routing mode, ACD system in pair with IVR software will choose agent based on his or her skills, which are counted by providing specific skill scores for each relevant skill and afterward measuring the average skill score, and therefore, this algorithm allows you to always manage customer calls efficiently. For instance, when a customer calls for a refund, he will be automatically connected to the agent who is familiar with such customer issues. Or, in another case, the customer who speaks foreign language will be automatically connected to the agent who also knows this language. This will have huge positive impact on customer experience and thus on customer retention and your revenue.
2. Optimized Call Handling Efficiency:
Who doesn’t want to get shorter average wait times and average resolution times? And that’s what can be easily achieved with the use of ACD software. As it automatically routes calls to agents and can identify the most appropriate agents to handle each single call, the average wait times become shorter, and so becomes the average resolution time. Also, this allows your agents to handle more calls, as the delays on connection and selection of agent are reduced, which will free agent time for call handling and other important activities.
3. Increased Agent Productivity And Satisfaction:
As we have already mentioned, using ACD software has only positive impact on agent productivity and performance, as it allows them to handle more calls during the same period of time compared to manual call routing, and also this will reduce the call transfer rate, which will greatly increase agent satisfaction – agents will be no more made to handle calls they are not meant to handle, and thus they will work in more comfortable conditions. Remember, that agent satisfaction is a crucial factor for your business, as with low agent satisfaction you will not be able to provide high quality customer service.
4. Scalability And Flexibility:
ACD software is the turnkey solution that doesn’t fear any changes in call volumes, which means you won’t face any problems during peak hours or dowtimes – system permanently measures incoming calls volume and thus decides how to organize call routing in the most efficient way. Also, you can set up time–effective routing strategies, such as time-based routing which can adapt call routing rules to the current agent workload. The only thing you have to keep in mind is ensuring that there are enough agents on the line – or otherwise you will struggle to handle inbound calls.
5. Insights from Data and Reporting:
Modern call center tools like Automatic Call Distributors (ACDs) gather crucial call data such as Dialed Number Identification Service (DNIS), offering valuable insights into call trends and customer preferences. This data empowers businesses to make informed decisions, enhancing operational strategies and customer service. Additionally, reporting features analyze customer behavior and performance metrics, providing comprehensive reports on call center productivity. Utilizing these insights enables enterprises to refine their operations and elevate customer satisfaction.
6. Efficiency and Cost Reduction:
Sophisticated call center solutions drive cost savings and operational efficiency. Automatic Call Distribution software streamlines call handling, reducing operating costs when integrated with IVR menus and call recording capabilities. Hosted Contact Centers eliminate the need for extensive physical infrastructure, thereby cutting maintenance expenses. Furthermore, features like skill-based routing and efficient call-handling tools enhance productivity, minimizing the requirement for additional staffing. Implementing these strategies optimizes workflow within the business phone system, ultimately enhancing operational efficiency while reducing costs.
7. Security and Compliance Assurance:
Ensuring security and compliance within communication systems is paramount. Automatic call distribution systems enforce compliance by directing calls according to established protocols. Call recording features maintain up-to-date records for regulatory adherence. Hosted contact centers employ robust security measures to safeguard sensitive customer data, ensuring data protection and privacy. By integrating these compliance and security features, businesses uphold industry standards, earn customer trust, and maintain a reputable image while safeguarding client information.