Yes, the answer is ACD - a tool that helps automatically distribute calls in the Contact Center system, helping businesses effectively handle incoming calls from customers.
So, what is ACD (Automatic Call Distributor) ? Let's learn list of canada fax number more about this term through the article below!
Definition of ACD (Automatic Call Distributor)
ACD stands for Automatic Call Distribution.
This is an important feature and also an important tool in the Contact Center system, allowing calls to be automatically assigned to agents.
ACD is an essential and must-have feature, especially when:
Have to handle large number of calls from customers in a day
There are many operators on the switchboard.
There are many Contact Center locations (domestic and international)
How ACD works
With a conventional ACD system, calls and operators will be automatically allocated to the available operators in the queue in order from top to bottom such as 1,2,3,4,5… (English term in Contact Center is called Round Robin mechanism).
What is ACD?
This will cause uneven distribution of call length across agents because the system cannot differentiate between the length of each call and the number of calls received by each agent.
But if integrated with smart routing features combined with many different algorithms, the system can distribute calls to operators evenly in terms of both quality and duration of received calls. Ensure allocation to the right operator with the most appropriate expertise and skills, helping to effectively solve customer problems.
Depending on the needs of the business, there are many routing methods that can be installed on the Contact Center ACD.
One of the most popular routing methods in Contact Centers around the world today is call routing based on the skills of the operator (English term in Contact Center is called Skill-based Routing) which can help businesses resolve all incoming calls to the right person - at the right time (right time - right agent).
