Automatic Call Distribution (ACD) is a technology that helps optimize call handling in contact centers. ACD allows businesses to distribute calls to the right department or employee, thereby improving customer experience and support team efficiency. To better understand ACD, let's find out with  Pho Tue SoftWare Solutions JSC through the article below. 

What is ACD?

Automatic Call Distribution (ACD) is also known as an automatic call distribution system. It is a solution that helps manage and coordinate incoming calls effectively. It is often used in customer care centers, where the number of calls can be very large in a short time. ACD helps automate the process of distributing calls to customer service representatives according to certain criteria such as processing capacity, expertise or call order.

What is ACD?

ACD works on a few basic principles like call data analysis and call forwarding scheduling. When a call comes in, ACD records information like phone number, call duration and call content to make distribution decisions.

ACDs also often come with features like call recording, statistical reporting, and service quality tracking. This helps businesses improve work efficiency and enhance customer service.

How does Automatic Call Distribution work?

The ACD system works through a series of sequential steps, each of which plays an important role. Here's how ACD works:

Receiving a call: When a call comes in, the ACD system will recognize and receive that call.

Identify call information: The system can use information such as the caller's phone number, call time, or customer data to determine how to handle the call.

Call Classification: ACD classifies calls based on pre-programmed criteria such as type of service requested or priority level.

Select Agent: The system will search and select a suitable agent to receive the call. This can be based on many factors such as:

• Staff Availability

• Staff skills and expertise

• Waiting time of previous call

Call connection: ACD connects calls to selected agents, optimizing customer service processes.

Classification of current ACD methods

There are many different methods for implementing an ACD system, each with its own benefits and drawbacks. Here are some common methods.

• Fixed Order Distribution

Fixed order call distribution is when you assign customer calls to agents in a predetermined and unchanging order. This method ensures fairness in call receiving and ease of management.

• Circular Distribution

Round-robin routing is very similar to fixed call distribution. The only difference is that it is designed to better balance the workload of the agents.

In this method, the call is routed to each employee in a circular manner, ensuring that each employee gets a chance to receive the call. The benefit of this method is that it helps to distribute the work evenly among the employees.

• Simultaneous Distribution

This method allows the call signal to be sent to all employees at the same time. Whoever picks up first will receive the call.

• Time-Based Distribution

The system allows employees to set their working hours, only receiving calls during those hours. This method optimizes work performance based on employees' actual time.

• Skill-Based Routing

Calls are distributed based on each agent's skills and expertise. The system determines the need and difficulty of the call and routes it to the most appropriate agent. 

• Call Segmentation

VIP customers or those who have had good interactions in the past can be transferred directly to the agent they were satisfied with. This improves customer experience and increases satisfaction.

• IVR (Interactive Voice Response) Integration

Combine ACD with IVR to guide callers through pre-programmed options. The benefits of this approach include increased automation and reduced agent workload.

Some important features of ACD

Here are some important features of ACD:

Call recording

The call recording feature not only helps businesses record call information but also serves to evaluate service quality. Through recording, businesses can analyze the attitude of employees during calls and thereby propose measures to improve and increase customer satisfaction.

Reporting and data analysis

ACD systems provide a variety of reports that allow businesses to track performance. These reports can include wait times, abandoned call rates, and customer satisfaction.

Integrate with CRM system

The ACD system can now be easily integrated with customer relationship management (CRM) software. This helps businesses optimize their communication and customer information management processes while also minimizing errors in data entry.

Benefits of using ACD

Using ACD brings many benefits to businesses, not only in saving time but also in improving service quality.

Benefits of using ACD

• Enhanced Customer Experience: When calls are distributed quickly and accurately, customers are more satisfied with the service they receive. Especially in today's fiercely competitive environment, providing excellent customer service becomes a vital factor for businesses to stand out in the industry.

• Optimize workflow: With features like call recording and reporting, employees can learn from previous work and improve their communication skills. Additionally, businesses can build a more scientific workflow, reduce wasted time, and improve overall efficiency.

• Cost Savings: Although investing in an ACD system may initially require a cost, in the long run, it can save businesses a lot of money by optimizing processes and improving productivity.

How is ACD different from IVR?

Many people may confuse ACD and IVR (Interactive Voice Response), but these two systems actually have different functions and purposes.

When should businesses use an Automated Call Distribution System?

The presence of ACD in a business is not always necessary, but there are specific situations that make implementing this system a wise decision.

When the number of calls is large

Businesses that experience a high volume of calls in a short period of time will definitely need an ACD. This system helps manage and distribute calls efficiently, avoiding overloading staff and ensuring that every call is handled.

When it comes to improving service quality

If your business is struggling to maintain service quality due to high workload, ACD will help solve this problem. Good service quality will lead to customer satisfaction and loyalty, which every business wants.

When it comes to optimizing your workflow

ACD is also a great option for businesses looking to optimize their workflow. By organizing and distributing calls efficiently, businesses can save time and resources, allowing them to focus on other important activities.

HiTech Call Center Solution by Pho Tue SoftWare Solutions JSC

Bizfly Cloud provides a comprehensive Call Center solution with a modern system, helping businesses easily manage and coordinate incoming calls. With flexible integration capabilities, Pho Tue SoftWare Solutions JSC's Call Center system is not only a call management platform but also supports businesses in improving customer experience and optimizing workflows.

Outstanding features such as call recording, analytical reports and integration with CRM systems help businesses have an overview of their customer care activities.

Conclude

Automatic Call Distribution (ACD) is a tool that helps businesses save time and costs. At the same time, ACD also helps improve customer experience and optimize workflow.

By understanding ACD and the benefits it brings, businesses can make the most of this technology to develop and survive in a fiercely competitive market.