ACD Technology and Benefits

Automatic Call Distributor (ACD) technology answers incoming phone calls and uses pre-defined information to route them to the appropriate department or agent.

5 Types of Call Distribution

1. Linear: Call distribution is based on a pre-determined list, starting with the same agent each time.

2. Circular: Calls are distributed based on a pre-determined list, starting with the agent following the last agent who handled a call. This process goes along a continual loop.

3. Uniform: Calls are distributed to the agents who have been idle for the longest period of time.

4. Simultaneous: Every agent is alerted to the call at the same time and the first person to answer the phone handles the call.

5. Weighted: Calls are distributed based on a pre-determined percentage of calls that each agent can handle.

6 Advantages of Using an ACD

1. Multiple waiting queues can be setup for different agents, teams, departments or numbers dialed. Callers can also dial the extension of the specific agent they want to speak to.

2. Helpful usage data is gathered, including how long an agent spends working with a caller, the total number of both incoming and outgoing calls, call length, and wait time before calls are answered.

3. Contact centers that are dispersed across the globe can be integrated and remote agent monitoring is simple. ACDs are able to route calls to remote agents, numerous contact center sites, mobile phones and international numbers. Managers are also able to monitor calls no matter where the remote agents are working.

4. Agents become more specialized in certain areas. Since agents are often routed specific types of calls, they become proficient at handling certain questions and issues. The more expertise the develop, the faster they’re able to complete a call.

5. There’s no need to search through a variety of databases and business tools to piece together customer information. Agents can access all customer interactions and information from one shared interface.

6. Response time is expedited, increasing customer satisfaction. When a customer calls, the call is immediately answered and transferred to the right agent. If the customer goes into a waiting queue, they’ll have the option to be called back by an agent. VIP customers are immediately identified and directed to the agents who are assigned to receive VIP calls. If an agent isn’t available to take a VIP call, the caller will be placed at the front of the queue.

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