Faced with an interminable queue, incoming calls remain on hold and your agents find themselves overwhelmed. This not only creates stress, but also undermines customer satisfaction, as call routing is not optimized. The difficulty of integrating an automatic system with your CRM also makes performance monitoring and analysis a complex task.
In this comprehensive guide, you’ll discover how to effectively configure and integrate your automatic call distribution system. We offer concrete solutions to optimize the routing of incoming calls, whether they are routed to agents or distributed according to skills, in order to improve the customer experience and performance of your contact center.
Points to remember :
- Automatic Call Distribution(ACD) routes each incoming call to the most appropriate agent, without unnecessary detours.
- It is based on precise rules: competence, availability, customer history, and language spoken.
- A well-configured ACD system reduces waiting times, improves the customer experience and eases the workload on our teams.
- There are several distribution methods: by skill, in turn, linear, simultaneous or according to seniority of inactivity.
What is automatic call distribution (ACD)?
Imagine a switchboard that never puts a call on hold “at random”, doesn’t transfer it any old way, and doesn’t keep a customer waiting for long minutes. That’s exactly what an Automatic Call Distributor(ACD) does.
An ACD system is an intelligent distribution system that automatically routes calls to available agents, according to pre-defined rules: skill level, language spoken, seniority, availability or queue.
In other words, it optimizes call routing, ensuring that each call reaches the right person at the right time.
How does it work?
When a customer dials a number, the automatic call distribution system identifies the incoming call, classifies it (existing or new customer, reason for call, language, etc.), then automatically distributes the call to the most suitable agent. It’s like an invisible conductor conducting phone calls without a false note.
Example: a customer calls with a technical question. The ACD recognizes his number, detects that he has already contacted the service department this week, and redirects him directly to the agent who handled his case. The result: fewer explanations to repeat, faster handling and a vastly improved customer experience.
In a nutshell
An automatic call distributor can transform the way a call center handles calls. By eliminating unnecessary redirections, it reduces agent stress and customer waiting time.
The different types of automatic call distribution
In a call center, not all calls are created equal. Nor are all agents. That’s where automatic call distribution (or ACD) comes in: it applies precise distribution rules to send calls to the most suitable agents.
But how do you know which method is right for you? Here’s an overview of the different types of distribution – so you can make an informed choice, not just a guess.
The 5 main types of call distribution
1) Distribution based on skills
The right call to the right agent, based on their expertise.
- Benefits: improves first-call resolution, reduces unnecessary transfers.
- Limitations: requires clear skills mapping and rigorous parameterization of the ACD system.
Ideal if you manage a team with varied profiles (technical, sales, support…).
2) Linear distribution
The first agent in the list receives the call. Then the next agent is called, and so on.
- Advantages: simple distribution, no need for complex algorithms.
- Limitations: possible overload for the first agents if not all calls are answered.
Ideal if your agents have similar skills and you’re looking for simplicity.
3) Distribution by turn
Each agent receives a call in turn, in cyclic order.
- Advantages: balances workload.
- Limitations: may assign a call to an unqualified agent if no competence rule is added.
Ideal if you want to guarantee an equitable load.
4) Simultaneous distribution
The call is offered simultaneously to all available agents. The first to pick up wins.
- Advantages: reduced waiting time.
- Limitations: stressful for teams, not suitable for large volumes.
Ideal if you have a small number of agents and short calls.
5) Time-based distribution
The call is assigned to the agent who has been inactive the longest.
- Benefits: natural balance of activity, fight against inactivity.
- Limitations: does not take into account call type or skills.
Ideal if you manage a large volume of similar calls.
ACD benefits for optimizing incoming call management
Every second counts in a contact center. A call that hangs around or goes to the wrong person is often a missed opportunity. A well-configured ACD system – in other words, an automatic call distributor – optimizes the management of incoming calls, ensuring that they are handled smoothly from the very first ring.
Why ACD is a game-changer
- Reduced waiting times
Thanks to automatic distribution, incoming calls are directed as soon as they arrive. No need to navigate blindly through transfers. - Efficient routing to the right person
The ACD applies precise distribution rules to route calls efficiently: to an agent who is available, competent and truly relevant to the request. - Fewer transfers, greater clarity
Every call is directed to the right resource, right from the start. This simplifies the customer’s path, and reduces operational fatigue on the agent’s side. - A smoother customer experience
A customer who finds the right person right away has a consistent, smooth and reassuring experience. That’s where ACD really comes into its own. - A better-organized team
The automatic call distributor acts as an invisible conductor. It distributes the load, avoids duplication and boosts productivity without weighing down processes.
Step-by-step guide to deploying an ACD system
An automatic call distribution system can’t be installed like an e-mail program. But with a clear method, you can deploy an automatic call distribution solution without getting lost in plug-ins or Excel spreadsheets.
Here’s the flight plan, step by step.
1 – Diagnosis of needs and assessment of call volume
Before thinking about technology, ask yourself two simple questions:
- What types of incoming calls do you receive on a daily basis?
- Does your call volume vary according to time of day, season or input channel?
In call centers, this step will help you identify saturation peaks, duplicate calls and frequent abandonment. It will also help you to distinguish between certain calls that deserve automated handling… and others, more sensitive, that should be reserved for your best agents.
Checkpoint:
Do you have a clear view of call flows over the last 30 days? If not, start there.
2 – Choosing the right allocation method
There’s no single way to distribute calls. It all depends on your priorities:
– Fairness between agents = Distribution by turn
– Targeted expertise = Distribution by skills
A good ACD system allows you to distribute calls according to precise rules: type of request, real-time availability, customer history…
The key is to align your routing logic with your reality in the field.
Checkpoint:
Are your agents interchangeable or specialized? Your call distribution method should reflect this balance.
3 – Technical configuration and deployment
This is the scary part. But if your vending software is well thought-out, it shouldn’t be.
A good ACD system helps you route calls without convoluted scripts or obscure architecture. Each call is analyzed, oriented and routed automatically according to defined rules.
The most important thing is to test everything under real-life conditions. Check that routing works, that tracking is clear, and that calls land in the right place.
Checkpoint:
Does your software enable smooth call processing without agent overload? If not, go back to step 2.
4 – Integration with CRM and other tools
This is where Kavkom makes the difference.
Its cloud telephony solution lets you route incoming calls to the right agent, track every interaction, and link everything to your business tool.
No need to install hardware: CRM integration is native, fast, and with no hidden extras.
Calls are tracked and logged, and the call to a contact can be clicked directly from your interface. With customizable dashboards and human support right from the start, you’ll be able to effortlessly keep on top of your flows.
Checkpoint:
Is your ACD capable of integrating with your tools in less than a day, without blocking your teams?
To remember:
An ACD system is only as good as its frictionless integration into your daily routine. Find out how Kavkom optimizes automatic call distribution in your organization.
Best practices for optimizing call routing
An ACD system is like a well-oiled machine: you don’t just have to install it, you also have to know how to adjust it.
Optimizing call routing isn’t a question of technological wizardry, it’s a matter of field logic, fine-tuning and feedback.
Here are the principles to keep in mind when routing calls to where they really make a difference.
Incorporate into your routines
- Analyze your flows regularly
Calls evolve. What worked yesterday may be counter-productive tomorrow. Take the time to analyze call flows: how many steps, how many transfers, what are the friction points? - Rely on intelligent distribution
Directing calls tothe right agents starts with knowing their skills and availability in real time. Skill-based routing remains a safe bet. - Take care of queue management
Too much waiting? Too many abandonments? A well thought-out queue (useful information, estimated delay, automatic reminder) improves the experience, even when things get tricky. - Rely on useful KPIs, not decorative ones
Pick-up rate, average time to answer, first call resolution rate: track what really illuminates performance. Vanity metrics don’t solve anything. - Stay in control with clear tools
A good dashboard lets you make adjustments on the fly. Thanks to well-configured routing, you gain agility without complicating your daily routine.
FAQ – Frequently asked questions
What is automatic call distribution (ACD) and what are its basic principles?
Automatic Call Distribution, or ACD, is a system that connects callers with the most appropriate available agent.
Rather than letting a call loop through a queue, ACD uses precise rules to route incoming calls to the most appropriate agents.
What are the different types of automatic call distribution and how do I choose the right one for my contact center?
There are several ways of routing calls according to skills, availability, or even order of arrival.
The right choice depends on the level of specialization of your teams, the volume, and the type of interactions.
– If you manage a homogeneous team, a rota distribution may suffice.
– If you have expert profiles, distribution by skill is a must.
How to optimize the integration of an ACD system with a CRM to improve call management?
The key is to avoid silos. Good integration between your ACD software and your CRM makes it possible to:
– track customer history live,
– personalize the exchange from the very first second,
– route incoming calls to the most appropriate agents.
It also means that your teams no longer have to start from scratch every time they make a call.
What are the essential steps for deploying an ACD system in my call center?
Here’s the basic roadmap:
– Analyze your flows and create typical scenarios.
– Set up routing rules.
– Cold test then hot test.
– Adjust according to call queues and agent feedback.
– And above all: stay agile. It’s not set in stone. The system lives with you.
Conclusion
A well-configured ACD system is what turns a queue into an opportunity, an irritant into a positive impression.
And if you’re wondering where to start to improve your phone call management, remember this:
every call deserves to land in the right place, from the very first ring.
