Call Center

What Is The Best Way To Manage Inbound Calls?

What Is The Best Way To Manage Inbound Calls?

“When we are looking at moments of truth, we need to make sure we are providing the best answer, delivering the right answer quickly and consistently, and doing so in a way that is easy for your customers to do business with us,” – declares Melinda Keith of Hunter Douglas in a report published by Brian Cantor, principal analyst for the IQPC Customer Management Practice.

Creating a solid impression is essential when a customer calls you for help regarding a sales inquiry or resolving an issue. Especially when your customer calls you for the first time, they expect the right person to answer the call and address their queries patiently and within the shortest possible time.

An industry leader, Melinda Keith, quotes the same from her experience. But, in reality, what are the challenges a virtual or real inbound contact center faces in this aspect?

With thousands of incoming calls pouring in every day, it’s impossible to assign a separate customer executive for every customer. Additionally, a business may be supporting many different kinds of customers and routing a customer to the appropriate support team is also a mandate.

So, we can say that routing to the appropriate team’s helpdesk and routing to an agent withes the right skill is essential to ensure the call goes well. But what if your best agent is unavailable? How do you route it to the next available skilled agent? How do you manage all these scenarios to ensure every call is answered by the right person and with proper attention?

One of the popular tools used to solve such a situation is Automatic Call Distribution (ACD). ACD seamlessly automates business communication, which means distributing and routing business calls to the right support team and the right customer service representative from the team without a long wait time.

ACD requires an Intelligent Routing System through an IVR to disperse or automate the incoming call distribution to the available team or employees. It allows you to streamline the dial method or order you would like to route incoming calls. The technology empowers businesses to improve organizational performance, as they can handle more calls.

Ultimately, this decreases the call abandon rate and increases customer acquisition rates. The dial methods distribute incoming calls equally to every team agent, allowing them to work more efficiently.

Automatic Call Distribution (ACD) applies to almost every industry. It automates many concerned manual processes and helps you manage call frequency and customer service executive’s time. ACD (Automatic Call Distribution) works in coordination with Computer Telephony Integration (CTI) and Interactive Voice Response System (IVRS).

Every call can be tracked about the inputs chosen by the customer. Other metrics like call time, duration of the call, the average length of calls, number of calls received by a particular agent, and the total number of calls etc., can also be tracked. This data provides businesses with all actionable insights to monitor operational efficiency and find ways to improve these metrics further.

Additionally, a company’s dispersed branches can be projected as a single company by aiding location-based routing with ACD. The technology helps businesses manage and route high-volume calls smoothly to the concerned geographical locations with maximum accuracy and in real time. This facilitates the organization to work professionally, providing superior customer service around the clock.

4 Ways ACD Can Help Customers Reach An Agent Quickly

First, examine its essential features and methods to understand how to use the ACD tool.

Sticky Agent:

Based on the previous call history or interaction, a particular customer call can be connected to the same executive every time with whom the customer first interacted. This mechanism reduces customer wait time and frustration as the call gets connected to the concerned technical or sales agent who spoke to the customer last time. The agent will provide a resolution in the shortest time instead of taking time to fetch the customer information, ask repetitive questions, and understand the issue.


You set call priority and route calls based on the scheduled order. Businesses are facilitated to fix orders in an IVR based on several criteria. Depending upon the customer responses, calls can be directed to predetermined points to departments like sales or support for related queries or to prioritize calls depending upon the customer’s choice or employee expertise. The defined order gets automated for all incoming calls based on which the call can be transferred to the next available executive in case the prioritized executive is busy.

Round Robin:

Depending on availability, this mechanism helps businesses route a single call to different executives. If an executive is busy, the call would remain on hold for a stipulated time and then get routed to the next available executive. The process continues circularly until the call connects with the available executive.

Ring All:

This mechanism facilitates businesses to route every call to all executives of a particular department simultaneously. Whomsoever is free can take that call. This helps customers connect with the business executive in less time, increasing customer satisfaction levels.

The best thing is that ACD is not expensive and can easily integrate with a real or virtual contact center. Do you have any queries, or are you looking for an ACD or Virtual Phone System solution for your business? Get in touch with us at 7097 171717. Just pure help and assistance provided!