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An automatic call distribution (ACD) system is a more advanced version of call hunting. Rather than go to one of a set number of phones, the ACD is an intelligent system designed to put the right person on the phone for each call. One thing that makes an ACD system different than call hunting is that rather than connect to the first available line, called linear-based routing, the calls are distributed either fairly and evenly, or intelligently routed to the most skilled agent.
The ACD is dependent in large part on the auto-attendant (or IVR), which directs the calls to the proper agent. The ACD can identify the location of the caller, what language the caller speaks, what time of day it is, and the nature of the issue to be discussed.
When an ACD routes the call based on the time, date, or other schedule, it is called conditional call routing. The call conditions can also be based on what is happening in the call center or based on the caller’s needs. For example, if group 1 has no available agents and group 2 has two available agents, the call will be routed to group 2. Then other rules may apply once the call has been sent to group 2. Rules are based on if/then conditions.
Today's call centers are better known as contact centers and are cloud based, meaning rather than physically connecting to the ACD, the phones connect through the Internet to the provider's data centers. All the hard work like maintaining hardware and updating software is done by the provider, so that you can focus on your business. All you need is an Internet connection, a call center software provider, and some sort of phone (physical of web based).
1. Integration with CRM software -
Track your successes and failures and analyze the data to determine the best time to pick up the phone. Add new customers to your database with every call.
2. Circular Routing
This a method that evenly distributes calls. Let’s say you have 3 lines. The first call goes to line 1. The second call goes to line 2, even if line 1 is free. If line 2 is busy, the call will be routed to 3 before it is routed to 1, and will circle around until the call is picked up.
3. Skill-based Routing
As the name implies, routing the call to the agent(s) with the skill necessary to take the call. This is not necessarily a merit-based system, but a system where the agents with the skills to answer the call are given the call, and the people who do not are not. So, for example, if a business has both Spanish-speaking and English-speaking agents when a call comes in that is in Spanish, the call goes to the agents who speak the language.
5. Most idle routing
Idle routing detects which agent(s) have been off the phone (idle) the longest, and routes the call to them first. Similar to that is least call count, where the callers that have had the fewest calls and route the call to them first. These are intelligent methods of evenly distributing the load of calls.
6. It's all about experience -
Contact Center Solutions let a supervisor monitor a call and gives the option of either “whispering” into an agent's ear without the customer hearing, or “barge” into the call and take over. Either way, the customer will get the benefit of the more experienced agent, and have a better call experience.
7. Customizable distribution rules -
The order that calls are directed can be completely customizable based on tracking and analyzing data on success rate, length of calls, skill sets, and more. You can also make sure customers get the same agent every time.
1. Service Reliability & Uptime -
No other metric is as important as reliability. If your call center is down for even a minute, you're losing lots of money every minute. Your Contact Center Service Provider of choice should have at least 99.99% reliability. Unlike on-premise solutions, Contact Center Solutions are geographically redundant to improve dependability.
2. Ease of Use, Admin Portal Access, Dashboard Simplicity -
The best features in the world are useless if the agent ends up writing everything down on a piece of scrap paper. Make sure the complex features of your potential Contact Center Software are still easy enough to learn and use.
3. Provides a 360 Degree View of Your Customer -
Your Contact Center Solutions need to pull information about a customer from several sources and put that information in front of the agent, so the agent can better serve the customer. Knowing the customer's past actions and present concerns will help predict their future needs.
4. Customer Self Service Features and Automated Tasks -
Let your agent do the important stuff, but the boring tasks can be done for you. A good Call Center Solution will make the most of your agent's time.
5. Security Measures -
In today's age of identity theft and leaked emails, you need the proper amount of encryption to keep your data safe. In addition, all financial and medical communications/data are tightly regulated. Be sure your customers feel safe giving your agents private information.
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