Automatic Call Distribution (ACD) is an automated telephony system that routes incoming calls according to a predefined rule set or logic, automatically finding the most appropriate department or available agent to handle the call.
Also called:
- ACD
- Automatic call dispatcher
- Call routing rules
What is automatic call distribution?
Automatic call distribution systems allow inbound call centers to route calls to specific teams or individuals based on a series of rules. This is done to distribute the workload evenly and maximize positive results and quick resolutions. ACD systems take into account factors like the individual skillsets of different agents, the caller’s current needs and interaction history, priority levels, and many others to determine where to route the call.
Why it matters
ACD systems are essential for effective inbound contact center operations, as they keep the workload balanced across the teams and individuals available. This prevents certain agents from becoming overloaded, eliminates bottlenecks, and makes the best use of individual skillsets.
Overall, ACD boosts both the individual’s and the team’s productivity. By allowing the calls to be evenly distributed across agents and tailored to individual customers, each agent is empowered to solve problems more efficiently while also improving the customer experience.
How it works
As inbound calls come in, callers first use the Interactive Voice Response (IVR) system, answering a series of automated questions by interacting through voice or keypad inputs. These questions allow callers to express their current needs and intent in calling, essentially pre-sorting themselves to simplify the routing process.
Meanwhile, an integrated Customer Relationship Management (CRM) system tracks callers’ previous interaction history, as well as any available account information the caller might have. This data provides much-needed context, clarifying the customer’s historic needs, what has worked to resolve their complaints or concerns in the past, and which agents could potentially be most helpful in those circumstances.
Finally, the IVR and CRM data are weighed against the current availability of the agents and teams best-suited to the task, automatically routing the caller to the appropriate agent.
Types of distribution methods used for ACD
Some of the most common ways that ACD systems use to efficiently route calls and keep the workloads evenly distributed include:
Round-robin distribution
This is one of the simplest methods of call distribution. Round-robin distributions spread all of the incoming calls evenly among the available agents. This entails routing the calls sequentially as they come in, giving each to the next agent on a predetermined list with a fixed order, cycling back to the beginning when the end of the list is reached.
For instance, assuming you had three agents, all of whom were available, and you received 4 calls within a short period of time. The first call would be routed to Agent 1, the second call to Agent 2, and the third call to Agent 3. The fourth call would then be assigned to Agent 1 again (assuming they were now available), and so on. This ensures that every agent is assigned an equal number of calls.
Skills-based distribution
In skills-based distribution, each agent is scored based on their skills in a variety of areas. Then, when IVR and CRM determine that particular skills are needed for a call, the call will be routed to available agents who scored higher in those skills.
This distribution style is particularly helpful for larger operations with more agents to choose from. It allows customers to connect more quickly with agents who are most equipped for their case, and allows contact centers to achieve higher CSAT scores and first-call resolution rates.
Priority-based distribution
In some cases, it can also make sense to prioritize other factors when distributing calls. Whether a customer has a problem with a high level of urgency, a VIP status, or any number of reasons to move their call higher in the queue, priority-based routing gets their call answered sooner.
Simultaneous call distribution
In this model, for each call, the phones of all available agents begin to ring at the same time. The first agent who answers will be the one to respond to the call. This can be a quick way to get lower call wait times, but it isn’t a perfect solution for all circumstances.
Potential challenges of integrating ACD
Integrating an ACD system into a larger contact center is not without its challenges. With complex systems and high volumes of customers to manage, contact centers should be aware of the potential roadblocks they might face in the process.
Pre-existing software and infrastructure
Pre-integration, contact centers are likely to have a complex web of tools and infrastructure already running behind the scenes. When these systems aren’t planned ahead of time, it might be cumbersome to then implement automatic call distribution on top of them. ACD implementations require smart planning in the best of circumstances, but it’s especially prudent when dealing with previous systems.
Customization
Every contact center is unique, and therefore has unique needs when it comes to implementing an ACD system. It’s important for contact centers to carefully consider what they need from an ACD system. What distribution model fits best? What routing rules should the ACD follow?
Scalability
As seasonal demand waxes and wanes, or as businesses grow, it’s important to ensure that a potential ACD can both meet your current needs and is also built to easily handle the growth as your business scales.
Training
When integrating new tools, there’s always the possibility of a learning curve. That’s why thoroughly training agents on the newly integrated ACD system is vital to the system’s success.