What is automatic call distribution(ACD)?

To handle customer queries faster, a business requires call distribution when several incoming calls must be handled in parallel.

A typical example is a company’s customer care department. In a call center, an incoming VoIP line from a telecom service provider, known as the SIP trunk, terminates into the company’s PBX

On another side of PBX, a pool of agents receive calls and resolve customer problems. The pool is divided into groups. A specific group of agents can handle specific queries per agents’ skills.

Call Distribution
Call Distribution

To reach an agent, a customer must dial the customer care number ( got online or from the product packaging) provided by the company. The mobile operator sends the call to the PBX. In turn, PBX rings one of the agents.

How does the PBX select who will be the serving agent? Can a call be sent to a lesser busy agent, or are there other ways to choose the agent?

This tutorial will describe the automatic call distribution (ACD), where the PBX routes call intelligently.

What is manual call distribution?

Nowadays, we have software to do the job. But still, let us understand the manual call distribution first. You may remember the olden days when the call reaches a customer support office, and one person attends the call, and based on the information you provide, that guy transfers the call to one of the agents. It’s known as manual call transfer.

What is automatic call distribution (ACD)?

ACD means that the calls are routed intelligently without manual intervention. The automatic selection procedure ensures that the call is directed to the most appropriate agent for an inbound query. As a result, the response time will decrease and enrich the customer experience.

In the absence of intelligence distribution logic, the call is routed to a person who is available. If the incoming query does not fit that agent’s abilities and he realizes this after collecting all necessary information, the call should be transferred to another department.

The resolution takes longer because of extra call forwarding, and repeating the same information repeatedly irritates the customer.

Automatic Call Distribution
Automatic Call Distribution

So how can we make it better? The solution is automatic call transfer. It is not just transferring the call but making the process more intelligent and efficient. Let us understand with the following example.

A customer dials the customer care number of a bank, and the IVR responds to the customer and asks to provide the information. IVR prompts for the information and options.

The IVR routes the call to the appropriate agent within the relevant department as soon as the inputs are collected.

How does automatic call distribution enhance a business?

  • Handles a much larger call volume– When the number of calls exceeds, ACD may route the call to Voice mail or an auto attendant.
  • Display caller information– to the agent before attending a call.
  • Integration with other systems, such as CRM, to collect customer data for future training and process enhancement.
  • Call Monitoring – It is necessary for call quality and provides analytical information that can be used to make necessary organizational changes.
  • Multiple call queues – Multiple waiting queues could be based on user information.
  • Priority call handling – A ACD may handle the call on priority. It decides the priority based on called information.
  • Routing a call on predefined criteria.