When managing a contact center or handling the customer service department, you are not unknown to the sheer volume of calls coming in and going out in a single instance. As soon as an agent completes a call, the next call in waiting is automatically routed to them, and this is all thanks to the automatic call distribution mechanism. The primary purpose of an automatic call distributor is to route incoming calls to contact center agents or employees with specific skills. However, contact center owners and admins can make necessary changes to the distribution logic to increase the call processing efficiency of their teams.
Here is everything you need to know about Automatic Call Distribution.
How does Automatic Call Distribution Work?
The Automatic Call Distribution is designed to eliminate unnecessary call transfers, prevent extended customer hold times, and increase first-call resolution rates by automatically connecting customers to the agent most qualified to assist them with their specific issue. It relies on a routing engine that screens incoming calls based on pre-determined parameters. Based on the skills, customer data, real-time contact center performance, customer sentiment, and artificial intelligence (AI)-powered behavioral profiles, the engine automatically matches the customer to the correct agent in the least amount of time.
You may confuse ACD with another integral call center tool, i.e., the Intelligent Voice Response (IVR). While both are integral to business telecommunications and connect the users to the right department or contact center agent, the intent and mechanism is different. IVR uses guided responses from the user to connect them to the correct agent and allows the callers to solve their own issues over the phone. However, an ACD system can make use of inputs from an IVR to collect necessary information for the redirection.
Read more about the basics of IVR and its Importance in VoIP Communications.
The different factors on which an Automatic Call Distribution routes incoming calls are:
The Call Distribution can be any of the following ways:
What are the Features to look for in an Automatic Call Distribution system?
In a scenario where no call agents are currently available to take the call immediately, you can’t have your callers stay on hold for any longer than a minute without taking a chance of losing them forever. With automated callbacks, a caller doesn’t need to wait to get the best quality help. They often are presented with an option to select a preferred date and time for their callback.
In addition to callback scheduling, having a voicemail in place is important. Callers can record a short message informing their pain points and the call agents can callback equipped with the correct information or solution. Features like voicemail notifications, voicemail-to-text, and voicemail-to-email ensure that call agents are on top of their communication.
Intelligent Call Queing
Your ACD would require a call queuing feature depending on the routing methods implemented. Call agents can view the calls they have in waiting and manage their call workflow to reduce the call churn accordingly. Admin can review the call queue history to add/remove agents to better manage call traffic. Call agents can add VIP or blacklist tags to prioritize certain calls.
Call monitoring is vital to improve the agent training process and allow managers to assist agents in real time. In addition, to listen ongoing calls, managers can ‘barge’ in when the call might derail to offer instant support and a higher level of customer assistance.
3rd Party Integrations
Businesses already use multiple business software programs for everyday operations. You simplify the communication process by allowing integrations with your CRM, IVR system, email marketing platform, and your agents don’t need to spend time learning new systems.
The Benefits of Automatic Call Distribution
Having highly customizable call paths and call routing options doesn’t just help to prevent call center agent burnout and increase efficiency.
Additional automatic call distribution benefits include:
Automatic Call Distribution systems offer contact centers with a wide range of features that can easily boost agent productivity and customer satisfaction. Yet, they are not an autonomous tool and needs to be connected to your contact center software to function. Alternatively, you can go for a solution that offers ACD as one of its core features, such as the contact center solution developed by Vindaloo Softtech.
Publish Date: September 19, 2023 4:38 AM