Acd Systems In Call Centers

Automatic Call Distribution or ACD system has become more than just a technology of incoming calls routing

. It was improved to perform a much wider range of functions. Now, this system is able to recognize the reason and the issue of every call, and then it transfers the call to the appropriate specialist that is skilled and knowledgeable particularly in the matter at hand. This has made it possible to manage a large number of incoming calls in more efficient and timely manner. Due to this, Automatic Call Distribution has become number one call center software.

Once, a specific kind of phone switch was called ACD. This switch had specialized features and particular capabilities of call processing, which enabled serving of more than 100 extensions (or stations). This kind of ACD was mostly used by airline companies, who applied it in their reservation and order centers. Nowadays, almost all the answering services use ACD systems. However, modern automatic call distribution is much more intelligent and sophisticated. It makes use of IVR and CTI to facilitate the work of call center agents. Modern ACD system is capable not only of redirecting the calls, but also of sorting out the calls, recognizing their contents, and, based on the calls issues, routing them to specific agents. These agents do not need to be in the office; they can take the call from home or anywhere else, even if they are located far away from the main office.

Due to the ACD systems, call centers and answering services can handle a large number of incoming calls without delays and more so, in an efficient way. Every customer/clients call is being taken care of by ACD at first, and then it is redirected to a relevant agent that is competent in the specific matter. Thus, every specific clients need is being addressed in a prompt and proper way, which ensures customers satisfaction; at the same time, this does not require much efforts and costs associated with fully human based operation.

Taken everything above mentioned into consideration, it becomes clear why call center managers have opted to adopt ACD systems. It is a very cost effective solution, and it is especially helpful for big call centers that are prone to receiving a large number of incoming calls. Automatic Call Distribution enables an efficient and customized management of all the customers/clients calls without delays, which positively affects the quality of services rendered.

by: Jolly

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