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An automatic call distributor (ACD) allows organizations to effectively manage their call centers by answering, recognizing, and routing incoming calls to the appropriate call agents. The ACD responds to the incoming caller with a voice menu, places the call in a queue if necessary, and then connects the call to an appropriate agent based on its routing instructions. With an ACD, call center productivity dramatically increases since it maximizes the amount of time an agent spends on the phone. Earliest ACD systems automatically routed a waiting call to the first available agent. Today's models offer more complex routing algorithm options that allow call center managers to select their routing strategies. Inbound calls can be routed to the least busy agent, the first available agent, even the agent with the skill set needed to handle the particular call. This last option is known as skills-based routing and has been a big development in call center evolution. Skills-based routing can significantly increase the productivity of a call center, since a skilled agent will be able to complete the call more quickly. Language-based routing is a common implementation; the ACD system can identify calls by country and automatically route calls to the agents or group of agents who speak the language. Web Design - Small business custom website from EverestWebDesign.com. Rich Christiansen - Management metaphors at RichChristiansen.com. |
ACD call center
