Sooner or later, every well-functioning call center is bound to deal with a high volume of calls. Luckily, there are certain tech solutions like Automatic Call Distribution (ACD) systems that can help your agents stay on top of things. How exactly?
Basically, Automatic Call Distributors route incoming calls to the agents who are the most capable of assisting the callers, based on a variety of factors. It might not seem like it at first, but such a solution brings multiple benefits to businesses and their call centers.
Since call routing can happen in various ways, it’s pretty much up to you to set up a routing strategy and configure your ACD system accordingly. Then, thanks to the pre-defined rules & algorithm that determines the best available agents to route the caller to, all callers are paired with the most appropriate agents at all times.
As you might have gathered, though: the use of ACD goes beyond just “matching” callers in modern call centers.
Automatic call distribution features allow for:
#1 Routing incoming calls to the most suitable agents at all times
Calls can easily be routed to specific agents that can handle them best, i.e. based on their language skills, area of specialization, or experience. There are no unnecessary redirections indeed, which increases customer satisfaction, as well as team productivity in the long run.
#2 Integrating ACD with other advanced call center features
As already mentioned, Automatic Call Distribution won’t work without proper call center software like cloud-talk for example. When it’s part of the bigger system, agents can have comprehensive information about the callers in one place, and view & access them easily.
#3 Increasing agent productivity
Without Automatic Call Distribution, less experienced or new agents may resort to transferring calls to other team members, which increases hold time and often frustrates the callers. Smart call routing rules can easily increase agent productivity while making sure that all calls are distributed fairly among all team members.
#4 Improved customer satisfaction
Since calls can be routed & answered faster and by the most suitable agents, customer satisfaction increases. It also ensures more consistency and ultimately a better experience with your call center. Basically, no matter where your customers are and what query they have, they can always expect to be assisted by the right agent and have their issue resolved.
I hope that helps!
