automatic call distribution

What is automatic call distribution(ACD)?


A call distribution requires when there are multiple incoming calls and each call needs to handle effectively. A typical example is a call center of a company.  In a call center, there is an incoming VoIP line from a telecom service provider known as the SIP trunk, that terminates into the PBX.   On another side of PBX, there is a pool of agents who receives the calls and provides resolution to a problem raised by the customers. Each agent having different skills to resolve customer queries.

Call Distribution
Call Distribution

To reach customer care, a customer needs to dial the customer care number, provided online or from the product box.  The mobile operator sends the call to the PBX.  In turn, PBX rings one of the agents.

How does the PBX selects who will be the serving agent?  A call can be sent to a lesser busy agent or are there some other ways to select the agent?

In this tutorial, we 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.  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)?

In an ACD, the call is routed intelligently.  The selection of the agent ensures that the call will reach the most appropriate person. This will decrease the response time and enhance the customer experience.

If there is no such intelligence and call just routes to a free person. Upon gathering all information from the customer it may be realized that the call needs to transfer to another department. Because of extra call forwarding,  it takes more time, and repeating the same information makes the customer irritating.

Automatic Call Distribution
Automatic Call Distribution

So how we can 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, the IVR responds to the customer and asks to provide the information. IVR prompts for the information and options.

Once inputs are collected, IVR routes the call to the most suitable department and finally to an agent.

How does automatic call distribution enhance a business?

  • Handle larger calls– 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 the customer data for future training and process enhancement.
  • Call Monitoring – It’s important for call quality and provides analytical data for needed change in the organization.
  • Multiple call queues – There could be multiple waiting queues based on the user information.
  • Priority call handling – A ACD many handle the call on priority, It decides the priority based on called information.
  • Routing a call on predefined criteria.