WHAT IS ACD? FUNCTIONS AND HOW TO SET IT UP IN CONTACT CENTER.

What is ACD?

ACD (Viết tắt của Auto call distribution) là tính năng trong tổng đài Contact Center, has the ability to automatically route calls to the appropriate department or agent based on pre-set rules.

Lợi ích

Về phía khách hàng: ACD giúp cuộc gọi được chuyển đến nhân viên, bộ phận chuyên trách theo nhu cầu, làm tăng trải nghiệm khách hàng.

Về phía doanh nghiệp: Làm tăng hiệu suất công việc của tổng đài viên khi không phải tiếp nhận cuộc gọi thủ công. Giúp tổng đài hoạt động có hệ thống, hiệu quả hơn.

How does ACD work?

ACD phân luồng cuộc gọi dựa trên các quy tắc được lập trình sẵn. Nó thường phối hợp IVR to exploit customer input information, then classify and route calls to the appropriate operator according to Skill-Based routing.

Procedure:

Receive call
Information mining, demand identification
Calculate traffic, waiting time
Distribute calls to the appropriate department

Example of a typical ACD.

ACD Functions in Contact Center

Intelligent call distribution.

Distribution in fixed order: This is the most used method, calls will be arranged in response order “first come, first served”.
Circular distribution: If Agent A was the last call recipient, the next call will be routed to Agent B and then Agent C.
Call Distribution Simultaneously: This call distribution method allows all agents to receive the call signal at the same time, and the first person to pick up is the one who will handle the call. Use it when you want the fastest customer response time possible.
Routing distribution by working time: Automatic call distribution allows agents to set their own working hours.
Call distribution by agent skills: The system will determine the needs and difficulty of the call based on the information just extracted from IVR or available in the database, then distribute to the appropriate Agent based on the assessment framework of available skills, attitudes, and knowledge.

Call segmentation:

VIP customers can be transferred directly to the operator without creating a queue.
Customers can be connected to an agent they have interacted with and been satisfied with before.
Low satisfaction customers can be transferred to interact with another agent.

Monitoring function.

Auto call distribution Allows managers to participate in monitoring and evaluating calls that have been set up in the Contact Center system, with the following criteria:

Talk time.
Waiting time.
Number of missed calls.
Demand statistics.
…..

Overall, ACD's reporting and monitoring functions are diverse and accurate. It helps managers objectively evaluate service/product quality, agent response quality, determine agent capacity, etc. There are also some advanced features such as reporting, forecasting, and providing suggestions for setting goals.

See also: Call Center Features

ACD Setup

To set up ACD you need:

Hardware system for installing terminals
Switching equipment
Routing strategy software
Telephone line.

You can also set up advanced ACD

To maximize the benefits that ACD can bring to your business, you may want to consider some of the following system integration suggestions.

CRM integration and Popup screen.

When integrated, CRM will have the function of storing your customer information such as: Name, age, gender, education, ... (You can customize these information fields) from all previous interaction sources. When customers call, all saved information will be displayed on the operator's computer screen => More convenient in determining needs and handling calls.

IVR integration.

It is efficient to integrate IVR and ACD together, now you can guide the caller to follow your instructions. With this integration, the system will work as follows:

Step 1: When there is a call to the switchboard, ACD will be activated to check basic information (Identify VIP customers, regular customers, and blacklisted contacts).

Step 2: Switch to IVR to ask customers to follow pre-programmed instructions (Press 1 to..., press 2 to..., ..)

Step 3: Calls will be classified and routed to the appropriate department.

ACD: What's next?

Currently, the effectiveness of ACD mainly comes from the ability to route calls, distribute appropriate and optimal needs based on the consulting skills of each operator. However, in the future, everything will change with artificial intelligence (AI).

The ability to recruit using artificial intelligence to analyze available customer data to make accurate forecasts and recommendations to Agents. Everything can even be done completely automatically without human intervention.

Besides, the index NPS (Net promoter score) will also be applied to make interaction forecasts. Based on this NPS score, managers can most accurately assess the customer relationships of the business.

Kết luận

ACD is a system that distributes calls appropriately to each operator based on pre-programmed operating principles. With outstanding advantages, it helps businesses save time, optimize resources, costs and improve service quality.

Currently, most ACDs in the world are using the form of integration with CRM and IVR because of the practical benefits it brings. But in the not too distant future, everything will be developed more dramatically when artificial intelligence is completed and applied to Contact Center, along with the application of NPS for evaluation and measurement.