Automatic call distribution refers to the process of routing incoming calls to the most suitable agent who can answer the caller’s need appropriately. Moreover, it comes pre-integrated with a Computer telephony integration technology and an IVR that provides the options of self-service and helps in reaching the appropriate department directly. ACD is a highly capable technology. Some of its capabilities include:
1. Skill-Based Routing :
Skill based routing means that incoming calls can be routed to the specific agent or department based on pre-determined criteria. In other words, the call is routed to an agent with appropriate skill-set and who can address the customer’s needs properly and efficaciously.
2. Quick responses to VIP Callers:
Some of the callers are regarded as high value callers based on pre-determined info. With the help of ACD, such callers are immediately routed to the most appropriate agent. In cases of non- availability of agents, they are placed first in the waiting queue.
3. Meaningful and valuable conversations with the customers:
CTI stands for computer telephony integration. Upon integration with CTI and skill-based routing, ACD allows agents to view the customer’s information such as past communications history, before they answer the call. This results in a very meaningful conversation with the customer.
4. Route calls to agents at different locations:
ACD has a provision for connecting agents at multiple locations. In other words, it can easily route calls to agents sitting at remote locations. Therefore, all the agents working in different geographies can function as a single team.
5. Call-back Feature:
With ACD, callers can opt for call back instead of waiting in a queue. Due to this facility, the callers do not have to wait and as soon as an agent is available, he calls back immediately.
6. Upgrade agent coaching processes:
Call center managers can go for call monitoring, whispering and call barging with the aid of automatic call distribution system. This can help in upgrading agents’ skills by leveraging the call monitoring facility.