Automatic Call Distribution (ACD): What It Is and How It Works

When calling customer service, are you tired of long wait times and being transferred to multiple agents? Automatic Call Distribution (ACD) may be the solution to your frustrations.

With ACD, calls are routed based on predefined rules and queued until an agent becomes available, reducing wait times and improving the customer experience.

In this article, we’ll take a closer look at how ACD works, its benefits, and the key features of ACD software. Let’s dive in!

What is ACD (Automatic Call Distribution)?

An Automatic Call Distributor (ACD) is a phone system used in call center or contact centers to manage incoming calls. It routes calls to the right agents or departments based on preset rules.

These rules consider the caller’s phone number, preferred language, time of day, and reason for the call. ACDs are used in busy call centers or contact centers that handle many incoming calls.

They help increase efficiency and reduce customer wait times by automatically routing calls to the appropriate agent.

ACDs may also have additional features such as call recording, IVR systems, and monitoring tools to help call center managers track performance metrics and improve their operations.

Also Read: Understanding What is Call Centre and How it Works

How does Automatic Call Distribution Work?

As mentioned earlier, ACD is a telephony system that facilitates the distribution and management of incoming calls to the right agents or departments in a call center or contact center.

As a result, at least three main stages are involved in how ACD works.

Here are the three main steps of how ACD works:

1. Call Routing

When a customer calls a company’s phone number, the ACD system automatically directs the call to the appropriate queue or agent based on predefined rules.

These rules can include factors such as the caller’s phone number, the time of day, the caller’s language preference, and the reason for the call.

For example, if a customer calls a company’s support line and selects an option for technical support, the ACD system will route the call to a queue for specialized support agents.

2. Queueing

If all agents are busy with other calls, the ACD system places the call in a queue until an agent becomes available.

The caller may hear recorded messages or music while waiting in line.

The ACD system may also provide estimated wait times or allow the caller to request a callback instead of waiting in line.

3. Agent Selection and Call Handling

When an agent becomes available, the ACD system selects the appropriate agent based on the routing rules and forwards the call to that agent.

The agent’s phone rings, and they receive information about the caller and the reason for the call on their computer screen.

The ACD system may also provide the agent with information about the caller and the reason for the call, such as the caller’s account information or previous interactions with the company.

The agent then answers the call and interacts with the caller, using the information provided by the ACD system to provide efficient and practical support.

What is the Difference Between ACD and IVR?

ACD and IVR are different technologies used in call centers to handle incoming calls. While ACD and IVR are designed to improve call center efficiency and customer experience, they serve other functions.

ACD is a system that manages and distributes incoming calls to the appropriate agents or departments in a call center or contact center.

ACDs use a set of predefined routing rules to direct incoming calls to the appropriate queue or agent based on the caller’s phone number, the time of day, the caller’s language preference, and the reason for the call.

On the other hand, IVR is an automated system that interacts with callers through pre-recorded messages or voice recognition technology.

IVR systems also allow callers to select from a menu of options using their touch-tone keypad or speaking commands.

Note: ACD and IVR systems can work together in a call center to provide a comprehensive and efficient call-handling solution.

Also Read: What is Interactive Voice Response (IVR) and How Does it Work?

What is the Difference Between ACD and PBX?

ACD and PBX are telephony systems used in call and contact centers, but they serve different functions. ACD is a system that manages and routes incoming calls to the appropriate agent or department based on predefined rules.

ACD is designed to handle high volumes of incoming calls and reduce wait times for callers. It can also provide real-time monitoring and reporting tools to help call center managers optimize their operations.

A private Branch Exchange (PBX) is a system that manages internal communications within an organization. PBX connects internal users to external networks, such as the public switched telephone network (PSTN).

PBX can also provide features such as call forwarding, call waiting, voicemail, and conferencing. While ACD and PBX are used in telephony systems, they serve different purposes.

ACD is focused on managing incoming calls and routing them to the appropriate agent or department, while PBX is focused on driving internal communications within an organization.

Read More: Understanding What is IP PBX and How it Works

What are the benefits of Using Automatic Call Distribution?

Using Automatic Call Distribution (ACD) in a call center or contact center has several advantages:

1. Improved customer experience

In addition to reducing customer wait times, ACD systems can provide personalized experiences by routing customers to the most appropriate agent.

By leveraging caller data, such as their history with the company or the reason for their call, agents can provide better service and resolve issues more efficiently, resulting in higher customer satisfaction.

2. Increased effectiveness

By automating call routing, ACD systems can help call centers handle more calls with fewer resources.

This allows agents to focus on providing high-quality service and resolving issues, increasing productivity and efficiency.

3. Enhanced agent efficiency

ACD systems provide agents with important caller information before they even pick up the phone, allowing them to better prepare for the call and personalize their service.

This can reduce the number of callbacks needed to resolve an issue and increase customer satisfaction by providing a better overall experience.

4. Improved analytics and reporting

ACD systems provide real-time monitoring and reporting tools that can be used to track key performance metrics.

Call centers can use this information to optimize their operations, identify trends, and address improvement areas.

5. Greater adaptability

ACD systems can be configured to handle calls from multiple channels, such as social media, email, chat, and phone.

This allows call centers to provide a seamless experience for customers, regardless of how they choose to contact the company.

Call centers can improve customer satisfaction and loyalty by providing a consistent experience across all channels.

Get to Know Automatic Call Distribution Software

Automatic Call Distribution (ACD) software is a telephony system that manages and routes incoming calls in a call center or contact center.

Here are some key features and functions of ACD software:

1. Call routing: ACD software uses predefined rules to route incoming calls to the appropriate queue or agent based on the caller’s phone number, the time of day, the caller’s language preference, and the reason for the call.
2. Queue management: ACD software manages call queues and prioritizes incoming calls based on predefined rules.
3. Agent selection: ACD software selects the appropriate agent based on predefined rules and forwards the call to that agent.
4. Real-time monitoring: ACD software provides call center managers with real-time monitoring and reporting tools to track key performance metrics such as call volume, average handle time, and customer satisfaction.
5. IVR integration: ACD software can be integrated with IVR systems to provide callers with self-service options and reduce the workload on agents.
6. Multi-channel support: ACD software can handle calls from multiple channels, such as phone, email, chat, or social media.
7. Call recording and analytics: ACD software can record and analyze calls to provide insights into call center performance, customer behavior, and agent performance.

Conclusion

In conclusion, Automatic Call Distribution is essential for modern call and contact centers. With ACD, businesses can improve the customer experience, increase efficiency, and gain valuable business insights.

If you’re looking for a call center software solution, including ACD, consider Mekari Qontak‘s software.

Our software provides ACD and various other features to help you streamline your operations and provide better customer service. Try now!

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