Call Center

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 important when a customer calls you for any help regarding a sales inquiry or resolve 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 with patience and within the shortest possible time. Melinda Keith, an industry leader, also quotes the same from her experience. But, in reality, what are the challenges faced by a virtual or real inbound contact center in this aspect?

With thousands of incoming calls pouring every day, it’s impossible to assign a separate customer executive for every customer. To add on, 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 along with routing to an agent who possess the right skill is important 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 automated business communication which means distributing and routing business calls to the right support team, right customer service representative from the team without a longer wait time.

To disperse or to automate the incoming calls distribution to the available team or employees, ACD requires an Intelligent Routing System through an IVR. It allows you to streamline the dial method or order in which you would like to route incoming calls. The technology empowers businesses to improve executive performance, as they are probable to handle more calls. Ultimately, this decreases the call abandon rate and increase customer acquisition rates. The dial methods distribute incoming calls equally to every agent of the team and allows them to work more efficiently.

The Automatic Call Distribution (ACD) is applicable to almost every industry. It automated 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 with regards to the inputs chosen by the customer. Other metrics like call time, duration of call, average length of calls, number of calls received by a particular agent, and total number of calls etc. can be also tracked. This data provides businesses with all actionable insights to monitor operational efficiency and find ways to further improve these metrics

Additionally, branches of a company dispersed geographically 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 round the clock.

4 Ways ACD Can Help Customer Reach An Agent Quickly

To understand how you can use the ACD tool, let’s first take a look at it’s important features and methods.

Sticky Agent:

Based upon the previous call history or interaction, 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 resolution in the shortest time, instead taking time to fetch the customer information, asking repetitive questions, and understanding 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 either departments like sales or support for related queries or 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:

This mechanism helps businesses route a single call to different executives depending upon availability. In case an executive is busy, the call would remain on hold for a stipulated time and then get routed to next available executive. The process continues in a circulation motion until the call gets connected 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 to connect with the business executive in a very 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 looking for a ACD or Virtual Phone System solution for your business? Get in touch with us at 7097 171717. Just pure help and assistance provided!