Automatic Call Distribution

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Market research 04 12

What is Automatic Call Distribution?

Contact center quality assurance is the process by which supervisors can observe their agents’ performance to track if the call is up to the contact centers’ requirement and expectations. Effective quality assurance software allows call center management to quickly discover issues within their teams through proactive monitoring of interactions between customers and their agents. 

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Features of an Automatic Call Distributor

The following are a few features that ACDs have:

Routing of calls/interactions to specific Agents or Departments

The most key feature of an ACD system is its ability to route calls to specific agents and departments that are best suited to address a customer’s concern or query.

Multiple Call Queues

Another feature of ACD is that it has multiple call queues. This is because call queues will be divided by different departments, teams, agents, or dialed numbers.

Call Monitoring and Coaching of Agents

ACDs allow supervisors or other agents to engage in call monitoring and whisper coaching. This means that supervisors cannot only live monitor the conversation but also can “coach” the agent through the call in whisper mode. Whisper mode allows the supervisor and agent to interact without the customer being privy to this conversation. This can help agents navigate through difficult calls or coach new agents on the job.

Integrated Auto-Attendants

Callers can speak to specific agents and/or specific departments with ACD by dialing the extension numbers that will route them to the agent/department they want to get in touch with. This helps route customers to agents who are best qualified to address their concerns and helps increase the first contact resolution (FSA) in the call center as the right agent will be more efficient at helping the customer.

Works for Geographically dispersed companies

With ACD, companies that have geographically dispersed agents and departments can still work as one. This is because the ACD can route calls to multiple sites and agents, whether they’re located locally or internationally.

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Voxco CATI

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Automated interactive voice response survey software with auto call detector, advanced call routing system & manual TCPA compliance.

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Power, Predictive, Preview and Hybrid modes. Tailor your dialling method to each project.

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Benefits of Using Automatic Call Distribution in Call Centers

Lower Average Handle Time (AHT)

Average handle time is a KPI used in call centers to measure the average duration of the call from the point when the customer dials the call center to when the call has ended. As ACD helps route customers to agents/departments who will be best to address their needs, the calls will be shorter, allowing the call center agents to tend to more calls in the same time frame.

Lowers Average time in Queue

ACD technology facilitates smart call distribution. This allows agents to engage in more calls in the same time frame, increasing the frequency of calls the call center can take, which will reduce the number of customers who have to wait in a call queue.

Higher First Contact Resolution (FCR)

With an ACD system, customers are routed to agents/departments who can help them best. This ensures that customer concerns are better addressed and can reach a resolution in first contact.

Can help customers even outside working hours

ACD systems facilitate setting pre-recorded messages. Call centers can use this feature to provide information to customers that can be played even when they make a call outside regular working hours.

How does Automatic call Distribution work?

What are different Automatic Call Distribution mechanisms?

There are many different way in which calls can be routed to agents, and these are a few:

Circular Call Distribution:

Based on a predetermined list, calls are distributed to agents. This process is on a loop and once the list is exhausted, it will begin again from the start of the list.

Uniform Call Distribution:

This method involves calls being directed to agents who have been idle the longest time.

Linear Call Distribution:

In this method, calls are distributed in order to agents based on a predetermined list.

Weighted Call Distribution:

Calls will be routed to agents that are available based on predetermined percentages assigned to each agent (known as configurable weighting).

Simultaneous Call Distribution:

In Simultaneous Call Distribution, calls are routed to all available agents and the first one to answer will handle the call.

Why use Voxco for Automatic Call Distribution?

Efficient Call Monitoring Tools 

Voxco Dialer facilitates efficient quality control with access to a sundry of listening and recording options. Calls can be fully or partially recorded and can even be live monitored by supervisors. Additionally, supervisors can use whisper mode to interact with agents on call without the customer hearing this interaction.

Integrated Telephony System 

Voxco CATI can be seamlessly integrated with a telephony system of your choice. It can also be easily integrated with Voxco Dialer and Voxco IVR, each having their own set of features that can greatly improve the quality of service at your contact center. 

IVR Software

Voxco’s Interactive Voice Response system can accurately route customers to agents best suited to address their concern. Additionally, the use of IVR ensures your call center is accessible to clients even outside working hours as its automated response system can give callers information even when agents are not working.

Cloud Dialer – allows 4 in 1 dialing modes 

Voxco Dialer gives you access to four different dialing modes. Preview mode allows agents to review the case before manual dialing. Power mode auto dials customers when the agent is available. Predictive more autodials depending on forecasted agent availability. The last mode, Hybrid mode, facilitates using multiple dialing modes in one study.

Enhanced Call Routing Mechanisms 

Inbound calls to the contact center are routed to agents using intelligent call routing mechanisms. Calls are routed based on agent skills and availability, ensuring the right agent is connected to the right caller.

Advanced Workflow Management 

Voxco CATI facilitates advanced workflow management, maximizing response rates with fieldwork tools such as time zone management, interviewer roles, and smoothing functions.

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Why Voxco for Automatic Call Distributor?

Voxco CATI offers an excellent automatic call distribution when coupled with Voxco IVR and Dialer.

When respondents call into your CATI telephone survey center, Voxco IVR lets you immediately address it. If no interviewer is available, the Voxco IVR survey software gives respondents the option to hold for the next general agent or to reschedule – or you can add a custom option.

Voxco Dialer is a state-of-the-art telephony system that plugs in easily with your phone survey software. It works dynamically with the rhythm of your call center to improve productivity by almost 50%.

Voxco Dialer automatically detects busy signals, no answer, not in service and answering machines. It automatically filters out bad connections so that only successful connections are dispatched. Its powerful analytical system works on both signal and sound analysis.

FAQs on Automatic Call Distribution

Answer: ACD systems and Interactive Voice Response (IVR) have a lot of similarities. However, ACD is more advanced than IVR and often includes IVR as one of its features. The main difference between the two is that IVR is designed to route calls based on caller selection, whereas ACD distribution is based on pre-defined rules according to the company’s specific requirements.

Answer: ACDs rely on a skills-based routing engine that can route voice and digital interactions to the right agent. The engine intelligently routes customers to agents based on factors such as customer data, agent skills, real-time contact center performance, and more.

Answer: Sometimes, callers may not want to wait in a call queue and instead prefer to call back. With ACD’s automatic call back feature, callers can request the facility to call them back to be directly connected to an agent instead of waiting in the call queue.

Answer: There are many reasons for which an organization may choose to employ the use of an ACD system. Some common reasons are:

  • Their call center has high call traffic.
  • They want to handle inbound calls outside business hours as well.
  • They want to automate responses for repetitive queries/FAQs.

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Great Research
Fast Insights
Best-in-class ROI

Voxco’s platform helps you gather omnichannel feedback, measure sentiment, uncover insights and act on them.

Join 500 + global clients across 40+ countries