Guide: Automatic Call Distribution of Call Center Solution


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Guide: Automatic Call Distribution of Call Center Solution


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Modern call center solutions are empowered with advanced features and functionalities. Smart call center software is the most advanced solution loaded with amazing features. There is hardly any solution that can match the functionality offered by the smart call center software. However, some advanced features are available in all modern call center solutions. In this article, you will learn about one of the advanced features available in the modern call center solutions: Advanced Call Distributor (ACD), also known as Advanced Call Distribution.

What is ACD?

It is a feature available in the modern call center solutions that attends answers inbound calls and connects the call to a particular agent in an organization. It streamlines communication in the call center and businesses.

ACD can be more than one feature in a call center, each provides different functionality to connect a caller to the right agent. This feature is useful in businesses that manage massive incoming calls. The principal objective of an Automatic Call Distributor is to route inbound calls to the employees with particular abilities.

Types of Automatic Call Distribution Algorithms:

Round-robin distribution: 

Calls are routed steadily to all agents in the round-robin order.

Weighted call distribution:

Every agent in the group will be designated a definite weight, and the calls will be distributed to agents according to the specific weight. It helps to designate the right calls to the right agents.

Idle-agent distribution: 

It identifies the agent who has been taking less call handling time and guarantees maximum performance for all agents.

Programmed distribution: 

The call center defines how calls should be routed to the agents.

Major Benefits of ACD:

This functionality of call center solution has many benefits to call centers. Here are the top four benefits of advanced call distribution for call center software:

1. Streamlined Call Routing

ACD assists in improving the performance and productivity of the agents. Calls are assigned to the most skilled agent, according to pre-defined algorithms. Therefore, it decreases call handling time. It collects the information of customers and routes the call according to the need of the caller and availability of agents.

2. Boosts Agent Productivity 

With the aid of this call center software feature, agents can manage calls for which they are equipped. This will improve their competence in administering with a call and whereby, increase their productivity. Additionally, they have access to the information of callers before responding to the call. This serves to continue a meaningful conversation that drives client delight and dedication.

3. Enables Quick Response

This functionality of modern call center solutions facilitates a quicker answer to inbound calls by distributing it to the most skilled agent. It enhances call administration and call response time, driving to improved client pleasure. When call volume is high, callers can choose a callback option instead of staying in the call queue. Priority callers are instantly connected to the designated agents, without any lag.

4. Decreases Expenses

A prompt answer to a call by routing to the most suitable agent will enhance the possibilities of first call resolution (FCR). Also, a client can get a resolution to his/her question without any need for a call transfer to any other agent or manager. This will decrease the time needed to answer a call and therefore reduce the expenses of the call center.

Author Bio

Author works in a leading VoIP company, which offers various call center solutions, smart call center software, virtual call center software, collection call center solution, etc. The company also offers services related to call center such as call center CRM integration, VICIDial customization, VICIDial WhatsApp integration, etc.


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Nelson Gibs

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