Allocate and route calls automatically to Call Center with ACD

Published 2019-10-07
CATEGORY:

A great customer experience is made up of many factors, one of which is the routing of customer calls to the most appropriate operator at that time, meeting customer needs right in their first call with the shortest time interval.

What is ACD?

ACD stands for Automatic Call Distribution. This is an important feature, also the most common phrase in Call Center, allowing automatic allocation of calls to agents. ACD is an essential feature, which is like the heart of the Call Center and is required, especially when:

  • Must handle a large number of calls from customers in a day
  • There are many operators on duty
  • There are many Call Center locations (domestic and foreign)

ACD and smart call router

With a regular ACD system, calls and operators will be automatically allocated to the operator who is idle on the queue in order from top to bottom as 1,2,3,4,5 ... (the correct terminology in Call Center is called Round Robin mechanism). This will make the distribution of each call length uneven for the operator because the system cannot distinguish the length of each call as well as the number of calls received by each employee. But if the system is integrated with a smart routing feature combined with many different algorithms, the system can allocate calls to agents evenly in terms of quality and duration of calls received. It also makes sure to allocate to the right agent with the most appropriate expertise and skills, effectively helping to solve customer problems.

Depending on the needs of the business, there are many ways routing can be configured on the virtual call center's ACD. One of the most common routing methods in Call Centers in the world today is call routing based on the operator's skills (the correct terminology in Call center is called Skill-based Routing). help businesses solve frequency of incoming calls so that the right people - at the right time (right time - right agent).

StringeeX virtual call center possesses intelligent call routing features, directing calls to the right department, helping businesses take care of customers effectively. Experience the full features of the virtual call center right now at: https://stringeex.com

Start 15-days trial

To experience management and customer care platform

Free trial