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Automatic Call Distribution (ACD)
ACD (Automated Call Distribution)
The Approach
ACD facilitates controlling the distribution of telephone calls coming
into the department. ACD systems are call routing utilities for
incoming calls and can be even used to route calls originated by the
predictive dialer to the next available agent. The staff log
in/out of the ACD system as they are available, and the system
answers the calls and distributes them. When staff are unavailable,
the ACD systems holds a call in queue and then forwards it to
the first available staff member.
Properly managing calls can be key in providing excellent customer
service, and the ACD systems provides the tools needed to optimally
manage incoming calls. Some of the tools an ACD systems offers are:
The organization can customize the way its staff answers calls using
several variables, including the caller’s location (on-campus or
off-campus, local or long distance) or the purpose of the call (help
assistance, appointment scheduling).
The organization can record Custom Announcements that callers hear when
their call is answered or while they are waiting in the queue. It can
also add the Music on Hold feature.
Supervisors can monitor calls to support employees and evaluate
performance.
The system can capture call statistics (e.g., call volume, length of
calls, time in queue, etc.) on a scheduled or an ad hoc basis, allowing
to further manage the staffing and call flow.
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