ACD Call Center

What is ACD call center? 

Automatic call distribution (ACD) is a call center technology leveraged to automatically receive incoming calls and distribute them to an available agent. ACD routes the call based on pre-defined algorithms that match cases/calls to agents having the skills to solve them efficiently. Benefits of the ACD call center include: - 

• Increased agent productivity 
• Reduce average hold time 
• Better call management 
• Higher customer satisfaction (CSAT) 

How does an ACD call center work? 

Automatic call distribution call center works through three major steps: - 

1. Caller identification

When an inbound call happens, contact details are correlated with customer data in a customer relationship management (CRM) platform to identify the caller. If it's a first-time caller, their details are collected and stored in real time. 

2. Queueing and routing

Once the caller's intent is known, the caller is put on hold as it is routed to a queue. From the call queue, if the call is a general one, any agent can pick it up. If it’s an agent-specific queue, the call is assigned to the best available agent. 

3. Call connection and distribution 

Once the call is connected, the agent answers the customer, resolves their issue and ends the call. ACD monitors and stores the call logs for monitoring and optimizing the call center.  

In case, if the agent is occupied, the call is reassigned to another agent or a callback request is made.