Advantages of Automatic Call Distribution Systems
Posted by Aaeesha on June 18th, 2014
Simple automatic call distribution system has its genesis in the early 1970s itself. Latest facilities include digital recording, silent observation, conferencing, agent coaching and outward calls blending. It may range from a few lines for small operations to hundred of lines suitable for call centers or campaigns, where the callers will not have to talk to any specific persons but will have to elicit information from any CSR.
Automatic call distributor, abbreviated as ACD, is a CIT - computer telephony integration or PBX system, which is designed to distribute intelligently all the incoming calls to the designated destinations within the organization. The destination may be specified terminals or call center representatives/ agents and the ACD will determine the same based on some predetermined algorithm taking into account the skill set, type and customer needs. This will be more useful in circumstances where the organizations like call centers are burdened with handling of the large number of calls. It will facilitate easy and optimum handling of all inbound calls, ensuring better productivity of the agents.
The components of the automatic call distribution systems will consist of terminals, switches, phone lines, computers and also the software. The routing will be based on the caller ID/ dialed the number of the caller (DNIS) or ANI (Automatic Number Identification of the calling party) or IVR (Interactive Voice Response) will be used. This system, integrated with IVR, will require the caller to follow certain pre-set instructions to enable it to identify the purpose of his calling and a pre-recorded voice will provide the necessary information. If he wants further information, the system will direct him to land at the required destination, where a CSR there will be able to furnish the information required by the caller, after viewing the concerned data in the pop up screen in the PC. Thus, it enables the efficiency of the incoming tele-communications.
CSTA - Computer-supported telecommunications applications is the common protocol, but a complex program used to achieve this. There are various facilities provided by the various vendors and accordingly the CSTA will be programmed.
There are various methods of distribution of incoming calls like Linear Call Distribution, Rotary/ Circular Call Distribution, Uniform Call Distribution, Simultaneous Call Distribution and Weighted Call Distribution.
Automatic call distributor will be applicable to all contact types like voice, chat, email, IM, SMS and social. It will manage overflow routing or re-route based on the queue statistics, abandoned call recuperation and also multi site routing. There are also different systems of routings like skill based ACD, Dynamic Inbound ACD, contextual enterprises ACD.
Usage of automatic call distribution systems mainly increases the satisfaction of the calling customers, as they need not wait in the queue for long. This way, it enhances the expediency in the performance of the business organization and thus reduces costs.
