Call Center Glossary

ACD

Automatic Call Distribution (ACD) is a call center system that efficiently routes incoming calls to the right agents or departments based on company-defined rules. ACD reduces wait times, prioritizes calls, and improves operational efficiency, ensuring a better customer experience and resource manag

Definition

Automatic Call Distribution (ACD) is a system that automatically routes incoming calls to specific agents, departments, or queues based on pre-set rules, such as agent availability, skill level, or priority.

Example Use Case

A customer calls a bank's support line. The ACD system identifies the customer’s need (e.g., loan inquiries) through an IVR menu and routes the call to an available agent in the loans department, minimizing wait time and improving resolution speed.

Related Terms

Interactive Voice Response (IVR)
Call Routing
Queue Management
Skills-Based Routing
First Call Resolution (FCR)

Best Practices

Define Clear Rules: Set call routing rules based on skills, priority, or availability.
Integrate with CRM: Use customer data to personalize call routing.
Monitor Performance: Regularly analyze ACD efficiency through KPIs.
Optimize Queues: Use announcements and callback options to improve wait times.
Train Agents: Ensure agents are skilled to handle routed calls effectively.

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FAQ

What is Automatic Call Distribution (ACD)?
ACD is a system that routes inbound calls to the correct agents or departments based on predefined rules.
Why is ACD important in call centers?
It reduces wait times, improves call handling efficiency, and enhances customer satisfaction.
How does ACD differ from IVR?
IVR gathers input from callers (e.g., menu options), while ACD uses this input to route calls to the right agents or departments.