Call Center ACD- Automatic Call Distribution for the Best Customer Service

Call center ACD

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The abbreviation for automatic call distribution is ACD. It is a communication framework that could naturally redirect approaching calls and disseminate them to an accessible agent or person.

Its primary purpose is to strengthen inbound contact centers in sorting and managing a large call flow to prevent team overload. It ensures to connect the customers to a knowledgeable agent as quickly as possible and also enhances customer satisfaction. One of the best features of cloud business phone systems specially tailored for call centers is Automatic Call Distribution (ACD). It works to direct customer calls to the concerned agents in the relevant department.

But, before the caller is lined and steered, they initially need to go through the IVR. Let’s take the time to distinguish between IVR and ACD because they frequently need clarification.

ACD is different from IVR in the application. IVR is mostly known to get relevant data from the customer and give them an opportunity for self-service. ACE routes call to the appropriate terminals by which it can direct the flow of calls.

Define ACD (Automatic Call Distribution):

ACD is a featured software of business phone systems designed for inbound call centers. Its job is to direct the calls to a specific company employee or department to resolve the issue. The rules and criteria are pre-set to determine where calls are routed with ACD.

Therefore in the application, calls can be split by guest ID, business hours, help level, and IVR decisions. Consequently, inbound calls do not require a different number to dial. They are routed to the appropriate agent.

Characteristics of ACD:

ACD increases contact center productivity by managing high call volumes. This ensures client satisfaction all through the call community. Also, it is a sign of customer satisfaction enabling the caller to get in touch with the right person in the shortest amount of time.

The significant level of call focus:

Clients expect to have their concerns taken care of in just a single call. According to some recent overviews, each subsequent experience is important. Because it brings about an exceptional diminishing in purchaser fulfillment for the brand.

Hence, business leaders must be able to estimate the issue resolution rate once they are aware of first call resolution (FCR), as it is one of the most crucial call center metrics. Therefore, many efficient processes exist through an accurately measured resolution rate.

With all the above, ACD improves customer referrals by lowering operational costs.

There are a few things that every business manager has to consider;

  • Lowering customer turnover, 
  • Increasing employee engagement,
  • Enhancing the user experience with real-time dashboards and analytics. 
  • Prospective referrals

Thus, by comprehending the primary causes of first-call performance, we can better comprehend the usefulness of automatic call distribution.

For instance, an underperforming contact center team may frequently need more adaptability to address a problem, even when it is obvious. Because they may need more expertise to effectively handle customer calls. In such a case, there is a requirement to set up call monitoring. This feature allows you to hear real-time calls or previous call recordings to analyze and resolve such unwanted phenomena.

Before the introduction of Cloud-based business phones, there were instances where customers used to report a problem to the wrong person. And it occurs frequently. How much an ideal client care delegate might influence the overall client experience.

There is a necessity to consider all of your phone system provider’s call routing options before subscribing to it. But now, you can handle more calls effectively with automatic call distribution technologies.

How does Automatic Call Distribution work?

An ACD takes all the particulars of the caller’s issue in an inbound call when deciding where to divert it. These details include the caller’s phone number, the contact center agents’ availability, and other relevant information.

ACD follows the below methods at the time of distribution of an agent’s calls. Additionally, the ACD feature can monitor the availability of customer service representatives because it can monitor their log-in and out throughout the day. Talents, the time of day, and the languages your agents speak are additional considerations.

Let us now go over a detailed description in steps of how ACD works:

Automatic Call Distribution

The purpose of the call:

The first step is to determine the nature of the incoming call. Callers can choose from various options to explain why they call an Interactive voice response (IVR) service. Dialed Number Identity Service (DNIS); is a reverse caller ID used by call centers. This, however, figures out why a call was placed.

It can control the Call Queue:

To talk about a higher degree of activity, a call queue can keep things in place and bring in the right line with the goal that a specialist can respond to them. So, there is no need for a call queue if agents are not taking calls. Consequently, the ACD can also keep track of hold calls.

The automatic call distribution system organizes the call queues as follows:

  • Status of the respective agent
  • Reason the guest
  • Client information

Settle on telephone calls:

The ACD routing process concludes the process with call handling and termination. So, individuals would rather not need to look out for hold so they can converse with a genuine individual. In addition, the virtual phone system offers a call-back option. It saves their place in line to allow them to continue with other given tasks. That’s not all, and the ACD can also work to organize all of the above stages and call logs. Therefore, you must analyze later for further quality checks.

It doesn’t sound easy to set up an ACD algorithm. But it is fairly simple to do so. For this, you can modify your phone system’s routing strategy to meet the needs of your business.

You can understand the routing strategy from the characteristics of the available agents. This enterprise PBX feature is useful for incoming calls and internal transfers. It is very important to consider the status of a person’s Computer Telephony Integration (CTI). Because of its adaptability, it can be on hold, on break, or ready to take on more calls. A hosted contact center routes your calls per your predetermined call criteria. 

So, this kind of automation implies your company’s needs. Besides, it also depends on the capabilities of your call center software provider. To choose the best routing method, you must know the metrics most important to your company.


The automatic call distribution feature works specifically for inbound call centers. It manages and handles the call flow. Eventually, in the present day, Automatic call distribution proved to be crucial for many expanding businesses.

Vitel Global is one of the leading business phone service provider worldwide. To learn more about our ACD services and budget-friendly business plans that work for you.

Vitel Global India promises the highest uptime, simple system administration, and quick addition of new members from anywhere in the world. Additionally, all of your staff can connect easily regardless of the devices they each use. Why not request a demo today?

Published: December 28th, 2022

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