Boost incoming call management and customer service with automatic call distribution (ACD). This powerful business telephony feature automatically routes customer calls to the most appropriate team based on predefined rules such as business hours, client data, or call center agent skill set.
Smart businesses haveAutomatic call distributors prevent unnecessary transfers by connecting the call correctly the first time. Thanks to efficient queue management, this results in quicker connections and better workflows.already made the switch to SIP trunking, enjoying lower costs, incredible flexibility, and a communication system that makes sense in the modern working environment.
Understanding ACD rules and methods is key to achieving these efficiencies. Get it wrong, and callers will hang up in frustration. PwC research shows that 32% of customers will leave a brand after a single bad experience.
Our expert guide covers the best methods, features, and benefits of automatic call distribution to help you use ACD smartly and effectively.
How Does Automatic Call Distribution Work?
ACD systems use a multi-step process to optimize call routings and call center operations. The technology helps improve speed, convenience, and knowledgeable service (qualities prioritized by around 80% of consumers).
Setting up your system involves establishing rules that determine how phone calls are directed.
Besides agent availability, rules are commonly based on factors like:
- Nature of call: e.g. new business vs. existing account.
- Call complexity: e.g. complaint vs. balance inquiry.
- Geographical region to ensure the closest appropriate office attends the call.
- Urgency: e.g. heart attack vs. routine checkup.
- Agent skill and experience to ensure the handling agent is equipped to resolve the issue successfully.
- Caller ID: e.g. a boutique identifies a big spender from caller ID and directs the call to a VIP concierge.
Here are the key steps in an automatic call distribution system:
Call classification
This crucial first step entails identifying whether the caller requires new business, billing, or technical support, for example.
Integrated Interactive Voice Response (IVR), which lets customers indicate their needs via automated menu options, is often used to classify calls.
Apply distribution rules
After classifying the contact, the program applies the predefined rules to choose the path forward. For example, a VIP customer (recognized by their phone number) may be directed to a specialist manager.
Queue management
If the designated team or agents are unavailable, the call is queued pending availability. This queuing phase may involve wait-time updates, useful communications, or music.
Call back options
ACD software also supports callback options, so a customer can opt to hang up and get on with other business. Even though they are disconnected, they retain their place in the virtual queue and receive a callback as soon as a company representative becomes available.
Alternatively, the customer may be able to book a callback at a later, more convenient time.
What Advanced Features Does ACD Offer?
In the modern digital workplace, where quality communications, omnichannel engagements, and data strategies are critical, businesses should consider more powerful functionality than the basic service discussed above.
Here are features that successful future-forward businesses are incorporating:
- Real-time reporting and analytics: Tracks key call business metrics and leverages data insights to drive growth, performance, and success.
- CRM and other integrations: Integrates ACD with customer relationship management (CRM) and client databases to provide your team with richer information and improve sales and service.
- Omnichannel support: Modern ACD systems connect with various communication channels (phone, email, chat, social media), presenting consumers with greater choice and a more seamless experience.
- Call monitoring and recording: Call recordings and monitoring are valuable resources for training, performance evaluation, and quality assurance.
A technology called Computer Telephony Integration (CTI) acts as the bridge between phone systems and computers, making these advanced capabilities possible.
Homefield IT offers guidance and advice about ideal configurations and integrations for your business.
Types of Automatic Call Distribution Methods
Automatic call distribution software enables various routing methods
Simultaneous
This approach simultaneously directs calls to all available agents to ensure fast answering times.
Example: A five-member team has to answer all calls within three rings. When a call comes in, all of their phones ring. The first person to answer accepts the call.
Simultaneous call distribution is typically used in environments like call centers where quick answering is a critical priority.
Round robin
Round robin is the most straightforward distribution method. Calls are allocated sequentially to your team members until everyone has handled a call.
Example: Imagine five agents sitting in a circle. The first call goes to Agent 1, the second to Agent 2, and so on around the circle. Agent 1 will only receive a call again once every member has handled one.
While this method may be simple to implement, it may not be the most efficient if some agents are more knowledgeable or have lighter workloads.
Skill-based routing
Here, calls are directed to agents with the expertise to handle specific issues.
Example: A customer who suspects their credit card has been fraudulently used is routed directly to the fraud department instead of the general banking team.
Skill-based routing should be seen as imperative since it limits time wasting and frustrations and adds value to customer service.
Agent availability
The ACD system constantly monitors the status of all agents—”available,” “on a call,” or “on a break.” Incoming calls are assigned to an available agent.
Example: Imagine Agents 1 and 2 are on calls, Agent 3 is on a break, and Agents 4 and 5 are available. In this scenario, the next call is connected to Agent 4.
This approach incorporates work schedule and time zone information and is widely used in international or remote contact center operations.
Call priority
Calls are prioritized based on their importance or urgency.
Examples: An incoming emergency call will jump the queue and be routed immediately to a dedicated team, superseding other calls.
Talk-time based distribution
Talk time-based distribution aims for fair call allocation by distributing calls to agents based on their cumulative talk time.
Example: If Agent A has spent 3 hours handling calls and Agent B has spent 2 hours, the next incoming call will be assigned to Agent B.
This method ensures that the workload is distributed evenly across the team, avoiding a situation where one team member is consistently overburdened while others clock lower talk times.
Time-of-day routing
This feature routes incoming calls based on the time of day. It ensures callers are directed to the right handling point depending on business hours, time zones, or agent availability.
Example: A retailer operates from 9 a.m. to 6 p.m. During business hours, calls are connected to live customer representatives. Outside of business hours, calls are directed to voicemail or a 24/7 support team, perhaps based in a different location.
Weighted routing
With weighted routing, team members are assigned a weighting based on variables like their skills and experience. Agents with higher weightings receive a greater percentage of calls. The idea is to optimize call routing based on performance and capabilities.
Example: In a team of three members with different experience levels, the most experienced might be weighted 50% and the other two 30% and 20%. In this case, 50% of all calls will be directed to the experienced operator.
The system might be slightly more complex to implement, but it’s a useful way to bring on new staff while maximizing opportunities for top performers.
Benefits of Automatic Call Distribution
Deploying automatic call distribution to manage call volume delivers several impactful advantages.
Improved workflow
An ACD system allows for an even, efficient distribution of workloads between team members. This optimizes fairness and productivity and ensures minimal idle time.
Avoiding agent burnout is imperative in high-call volume environments, and proper workforce management is critical to achieve this goal.
Better customer outcomes
Modern customers expect their issues to be engaged swiftly and effectively. By reducing waiting times and channeling callers to the most suitable department, ACD supports quick responses and positive customer interactions. In fact, research shows that 92% of customers will make another purchase after a positive experience.
When issues are addressed by agents with sufficient knowledge, first-call resolution (FCR) rates invariably improve.
Improved resource allocation
ACD helps to manage peaks and dips in inbound call traffic. Matching staffing levels to call volumes delivers operational and resource efficiencies.
Cost savings
By automating certain tasks, scheduling staffing efficiently, and improving FCR and agent productivity, ACD systems can significantly reduce costs.
Valuable analytics
Modern ACD software provides highly useful reporting and analytics. This enables you to track key metrics such as call durations, wait times, FCR, and agent performance. In turn, this data can be used to achieve improvements across the board, enhancing processes and customer experiences.
Scalability
Cloud-based ACD systems offer tremendous flexibility and scalability. When business demand grows, it’s quick and easy to add new team members and functionality. Similarly, the setup can be scaled back if you close a call center, for example.
What Is the Difference Between IVR and ACD?
Interactive voice response (IVR) is a telephony feature where callers interact with an automated system before speaking to a human agent. Many IVR systems are designed to resolve the customer’s query without human intervention. The goal is to help sales and service agents focus on complex and higher-value calls rather than simple queries.
IVR examples: When you call a college and a voice asks, “How can I help you today?” and you answer, “I’m enquiring about enrollment?” you are interacting with an IVR system. A simpler version prompts you to “Press 1 for enrollment inquiries, press 2 for accounts, press 3 for vendor inquiries.”
IVR enables callers to navigate menus and access assistance using voice and keypad responses.
On the other hand, ACD is not interactive and focuses primarily on routing calls to the right destination. However, the two technologies are not mutually exclusive. IVR and ACD frequently work in tandem to manage calls.
How Homefield IT Can Help With Automatic Call Distribution
Homefield IT’s comprehensive range of managed communication services includes dynamic Automatic Call Distribution (ACD). Our premium solutions have helped hundreds of organizations unlock the full potential of their business comms.
We’ll guide you to an ACD tool that best serves your organization and customers and help with all aspects of adoption—from setup and implementationto ongoing support, as needed.
As a company at the leading edge of technology, we take pride in offering all our clients:
- Passionate best-in-class expertise.
- The latest technologies and advanced features, including powerful AI and cloud solutions.
- 21 years of experience in business sectors characterized by high call volumes, such as banking, legal, healthcare, and education.
- Advanced security measures to protect your phone systems from cyber threats like hacking, eavesdropping, and data breaches.
- Flexible systems that scale seamlessly as your business grows
- Access to a full spectrum of telecommunications services, including:
- Hosted VoIP (Voice over Internet Protocol)
- Contact Center as a Service (CCaaS)
- Unified Communications as a Service (UCaaS)
- Interactive Voice Response (IVR)
- SIP Trunking
While these solutions are separate from ACD, many of our clients opt to combine automated distribution with VoIP or Unified Communications platforms to create one user-friendly communications hub. This promotes more seamless business connectivity and collaboration.
FAQ’s
What are the challenges in implementing ACD systems?
The main challenge in implementing ACD systems is poorly configured routing rules, resulting in inefficiency and frustration. Initial setup complexity is sometimes also a challenge. However, these challenges are largely overcome by working with a reputable provider who plans and tests your ACD before full adoption.
What is the difference between ACD and VoIP?
SIP trunking uses advanced codecs and digital transmission for superior call quality with reduced noise. However, poor internet connectivity or inadequate bandwidth can compromise the quality of voice calls and other transmissions.
- VoIP (Voice over Internet Protocol) is the technology that allows voice calls over the internet.
- ACD (Automatic Call Distribution) is software used to route incoming calls to the correct team, ensuring quality customer service.
They serve different purposes in business communications.
That said, ACD and other features (like IVR) are often integrated into a larger VoIP package for efficient, feature-rich telecommunications.
What KPIs should businesses monitor with ACD systems?
The following are common key metrics that organizations monitor when using ACD:
- Average call handling time (AHT)
- First call resolution (FCR) rate
- Customer satisfaction (CSAT) scores
- Call abandonment rates
- Agent occupancy and productivity
How will technology improve automatic call distribution systems?
The rapid advances in Artificial Intelligence (AI) and Machine Learning (ML) will enhance the performance of ACD systems. AI is already incorporated into ACD and similar tools to anticipate and meet customer needs. In the future, we can expect to see more of the following:
- Predictive analytics that forecast call volumes and agent availability.
- Predictive call routing that matches customers with the most suitable agents by evaluating customer persona type, preferences, and past behavior.
- Robotic Process Automation (RPA) will accelerate the push to automate repetitive and routine tasks.
They serve different purposes in business communications.
That said, ACD and other features (like IVR) are often integrated into a larger VoIP package for efficient, feature-rich telecommunications.
What is “idle-time” based routing in ACD systems?
Idle-time-based routing is an ACD method of allocating work more evenly among customer service representatives. It ensures agents are not idle for too long. When a customer calls, the system checks which team member has been idle for the longest and assigns them the call.
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