What is Automatic Call Distribution (ACD)?

Automatic call distribution, or ACD, is a feature in telephone systems that automatically distributes incoming calls to the right available representatives. The ACD routes incoming calls based on parameters such as the caller number or ID, which number they dialed, the time of the day, which day of the week, etc.

Before calls get queued and routed to the appropriate agents, they may go through the Interactive Voice Response (IVR), an automated voice response system.

Many get confused with ACD and IVR (Interactive Voice Response) as they both help manage incoming calls to resolve customer queries quickly. While IVR is an automated system that allows callers to interact with the pre-recorded messages without speaking to an agent, ACD routes calls to the agents as per the callers’ intent.

Have you ever called a call center and been asked to press keys according to your issues? For example, Press 1 to renew your plan, Press 2 to upgrade your plan, and Press 3 to talk to a representative. Well, it is the IVR system that gives you such a menu.

And when you choose to talk to a representative, the ACD After that, the calls get connected to your desired representatives, right? If it does, it is because of ACD.

The ACD assigns you the appropriate agents using parameters such as Called ID, time of the day you’re calling, the number you dial, automatic number identification (ANI), and many more, including your IVR responses. 
 

1. ACD identifies the caller information using various factors like assigned numbers and caller IDs, and the IVR further collects additional caller data by providing different menu options.
    
2. Based on the data, ACD then lists the queues of calls according to parameters such as waiting time, caller queries, locations, language, VIP status, and agent availability.
    
3. ACD then routes the calls to the appropriate available agents; it helps improve customer satisfaction, reduces call waiting, and ensures no calls go unanswered.

There are various types of automatic call distribution: Linear, Circular, Uniform, Simultaneous, and more, each routing your calls differently. Below are listed the types of ACD.
 

1. Linear/Fixed Call Distribution - The system sends every call to the first available person on the list.
    
2. Circular/Rotary Call Distribution - Calls always move through the team to the next person in line.
    
3. Uniform Distribution - Calls are directed to the person who has handled the fewest calls.
    
4. Simultaneous Distribution - All available agents receive the call, and the first to answer gets it.
    
5. Weighted/Skill-based Distribution - Calls go to agents based on their skills or experience, ensuring the best person takes the call.
    

Note: ACD systems can also route calls according to VIP calls and customer’s preferred representatives.

Using automated call distribution, organizations can leverage benefits like streamlined call management, increased staff efficiency and customer satisfaction, and scalability for growing businesses.

With efficient call routing through ACD systems, customer waiting times are reduced. Hence, ACD increases the faster resolutions, leading to higher client satisfaction, as they receive timely support without long delays.

Automatic call distribution ensures direct calls to the right staff, helps handle customer inquiries properly, and boosts agent efficiency. As there is no need for frequent call transfers, the overcall call centers' performance is also improved.

Using appropriate ACD techniques, such as uniform call distribution, helps you distribute calls evenly among available agents to reduce missed calls, ensure balanced workloads, and streamline call management.

Even when business grows, ACD systems can cope with these changes (for instance, when you scale call centers using an ACD system, you can easily manage more agents and call volumes).
 

Choosing the right Automatic Call Distribution (ACD) provider improves call management and customer satisfaction in your business. You should identify your business needs and consider multiple call routing options, scalability, pricing, and customer support when choosing the best ACD provider.
 

1. Ensure the system can handle increasing call volumes as your business grows.
2. Look for a provider that integrates seamlessly with your CRM, VoIP systems, or other business tools.
3. Opt for an ACD system that allows for tailored call routing based on specific business needs (e.g., skill-based routing or VIP handling).
4. Choose a provider that offers comprehensive analytics to monitor call performance and agent efficiency.
5. The system should be easy for your team to manage without requiring extensive technical support.
6. Ensure the provider offers reliable customer support and regular system maintenance or upgrades.
7. Compare the pricing structure to find a balance between features and affordability for your business.

Implementing an Automatic Call Distribution (ACD) can significantly improve how your business manages incoming calls. It directs your calls to the most appropriate agent, reducing customer waiting times.

An ACD system helps you handle a large volume of calls and wants to maintain a high standard of customer service.

Calilio offers robust ACD solutions with advanced call routing features, real-time analytics, and support for growing businesses. Our cloud-based business phone system improves your call management and deliver exceptional customer experiences every time.
 

ACD stands for Automatic Call Distribution. It helps you manage incoming calls, routing them to the right agent or department.

Automatic call distribution routes incoming calls to the right available representatives.  It helps manage high call volumes, reducing wait times and improving customer service efficiency.

The purpose of ACD is to manage incoming calls efficiently to improve customer service.  It routes calls to the right agent based on caller ID, agent availability, or the chosen IVR option.

ACD calls use call routing to reach the right agents, whereas non-ACD calls bypass call routing to directly reach agents.

An example of an automatic call distribution includes “ if a caller who speaks German calls to the call center, the call is routed to representatives who know German.

You can use call distribution techniques like linear, circular, uniform, simultaneous, and skill-based distribution techniques using ACD to distribute phone calls.

ACD helps determine the best agents to speak to using different algorithms, whereas IVR is the automated customer service that helps callers navigate various IVR menus.