logo
+91-9818234511

Automatic Call Distribution and Its functionality

by Sachin Kaushik,on Oct 30,2019

ACD (Automatic Call Distribution) technology automatically routes calls to phone agents based upon organizational rules. An automatic call distribution, also known as a call center, is a service that distributes incoming telephone calls and other types of contacts (e.g., email) to a specific group of people (agents) responsible for answering those inbound telephone calls or responding to other types of contacts. 


ACD systems are used by organizations that handle telephone calls from callers who generally do not need to talk to a specific person but want to talk to any qualified agent able to assist them quickly.

How does an automatic call distributor system work?
ACD works by distributing calls using a specific method configured by the call center. The ring strategy is determined based on several factors like time of the day, call traffic, the origin of the phone number, the skills required to solve the query, etc.

The most common types of call distribution are:
Programmed distribution
The call center determines the order in which the calls are to be distributed to the agents. This could be based on the experience of the agent, their language proficiency, etc.

Round-robin distribution
Calls are distributed evenly with all agents in the team in an orderly manner. The loop begins from the first agent when the last agent has also taken a call. It ensures that no agent is burdened with too many calls.

Idle-agent distribution
The systems determine the agent who has been idle or has been serving lesser call handling time. This method ensures optimum use of all agent’s working hours.

Weighted call distribution
Each agent in the team will be assigned a specific weight. The weight could be based on the skills or experience of handling calls. The calls will be routed to agents based on the individual weight assigned to each of their IDs. Facilitates assigning right calls to the right agents.

Automatic Call Distribution plays a significant role in a call center for an efficient and uninterrupted calling process. If you have a call center with the primary motive as customer delight and it requires you to handle high call volume on daily basis then need of implementing the emerging trends in the software is a mandate for your business growth.
To have a better perspective about the features of an ACD, some of them are listed below:

2. Prioritizing.
3. Multiple Queues
4. Managing Call Overflow
5. Diverse Location Support
6. Fast Response
7. Callback Provision
8. Monitoring and Reporting
9. Integration with CTI.
10. Direct Calling
11.Call Distribution

d

Posts by Topic

Blog Archive

Company Achievements

5000+

Projects Delivered

10000+

Satisfied Clients

7

Winning Awards

4.4

Company Ratings

Our Testimonials

Dedicated Work

Our Clients

© Copyright 2004 - 2024 All Rights Reserved. Aria Telecom Solutions Private Limited

enquire