Automatic Call Distribution (ACD) – is one of the most crucial systems for a call center. This material will be most beneficial for those who have already read the article “What is ACD, and why is it important.” Now we will elaborate on how the call distribution system affects the performance indicators of the call center.
Before we begin, we propose a definition of call center productivity.
What does call center productivity mean?
Call center productivity is a gauge of its performance aimed at delivering high-quality customer service, streamlining work processes, optimizing resource use, and achieving the strategic objectives of the company. It encompasses the efficient use of technologies, staff expertise, service quality, individual agent metrics, and customer satisfaction levels.
In discussions about call center productivity, the emphasis is typically on meeting specific metrics like AHT, FCR, Service Level, Occupancy rate, and other relevant indicators tailored to each specific scenario. However, in this context, we’re not just exploring how the Automatic Call Distribution (ACD) system impacts call center KPIs. We’re also delving into its broader influence on overall productivity, contributing to improved outcomes, meeting customer needs, and fulfilling the business objectives of the company.
How ACD impacts Call Abandonment Rate (CAR)
Call Abandonment Rate (CAR) is the percentage of customers who called the call center but did not wait for a conversation with an operator. Thanks to effective call routing, ACD ensures that subscribers connect to the most relevant agent, reducing the likelihood of abandonment due to long wait times or irrelevant redirection.
Call redirection in the call center works in conjunction with IVR systems to provide subscribers with self-service options. Allowing subscribers to navigate between parameters and choose the appropriate department or service through voice prompts, the call center IVR menu helps direct calls to the necessary agents, minimizing erroneous routes and decreasing the percentage of “abandoned calls.”
ACD (Automatic Call Distribution) reduces waiting time in queue
Waiting time, the period during which subscribers are on hold before connecting to an available agent, is a crucial aspect. Remember the phrase “please stay on the line, your call is very important to us” – it’s about the duration of waiting in the queue.
ACD systems allow contact centers to create multiple queues based on different criteria (such as the type of issue or customer status). Prioritizing the queue enables the quicker handling of high-priority subscribers or those with urgent problems, minimizing waiting time.
Automatic Call Distribution (ACD) improves Service Level
Service Level is the percentage of incoming calls that call center operators answer within a specified time frame. The commonly accepted ratio is 80/20, meaning that 80% of all incoming calls should be answered within 20 seconds.
Automatic call distribution in the call center helps effectively manage call queues, preventing overload during peak hours. They provide real-time monitoring of call volumes, agent availability, and queue length. By evenly and efficiently distributing calls among available agents, ACD helps maintain a balance that positively impacts service level metrics.
ACD system improves First Call Resolution rate
The First Call Resolution Rate (FCR) metric measures the percentage of customer issues or queries resolved during their initial contact without the need for further action.
In the ACD system, redirection occurs based on skills to route calls to agents with specific expertise, knowledge, and soft skills necessary to address customer issues. This increases the likelihood of resolving problems during the first contact.
Additionally, ACD systems integrate with Customer Relationship Management (CRM) systems to provide agents with instant access to customer information. Having relevant data at their fingertips allows agents to quickly understand customer history and preferences, contributing to faster issue resolution without the need for additional calls.
ACD improves Average Handling Time (AHT) in the contact center
Average Handling Time (AHT) in a call center refers to the duration of serving a single subscriber. It encompasses not only the actual conversation time but also the preceding and subsequent stages, from waiting in the queue to speaking with the operator, to data entry after the call concludes.
The automatic call distribution (ACD) system serves as a prominent example of process automation solutions. Robotic Process Automation (RPA) software is advancing daily, and modern ACD systems can automate post-call actions, such as updating customer data and generating reports. By automating these tasks, agents can swiftly move on to the next call, contributing to the reduction of average handling time and enhancing overall productivity.
ACD enhances Agent Occupancy Rate
Occupancy Rate in a call center is, in simple terms, the “busyness” of an agent. The index measures the percentage of time that agents spend interacting with clients compared to their total available working time. This metric is highly beneficial for call center WFM (Workforce Management system) , as it allows not only evaluating an employee’s performance but also analyzing the efficiency of human resource utilization in general:
- Staff sufficiency or insufficiency in the roster,
- Effectiveness of the created schedules,
- Proper distribution of employees throughout working hours,
- Variations in the number of calls throughout the day.
Automatic Call Distribution (ACD) systems in call centers ensure a fair distribution of calls among available agents, preventing scenarios where some agents are overwhelmed with calls while others have idle time. This workload balancing contributes to maintaining a steady level of call center occupancy.
Moreover, ACD systems can seamlessly integrate with workforce management tools, enhancing planning and forecasting capabilities. This integration aligns agent availability with anticipated call volumes, ensuring active agent participation during periods of high demand.
How does Automatic Call Distribution impact customer satisfaction?
Customer satisfaction (CSI, CSAT, NPS index, CES) comprises various metrics indicating people’s contentment with the service provided by a company. Naturally, customers expect quick resolution of their issues from a call center. It’s crucial that this can be achieved through any channel, whether it’s a simple call to the call center or an inquiry through online chat on the website, social media, or a popular messenger.
ACD systems, by balancing workload and optimizing the distribution of inquiries across all channels, help maintain a consistent service level. Customers are more satisfied when they receive reliable and predictable service, regardless of peak call volumes.
Integrated into the ACD system, automated post-call surveys allow customers to provide feedback on their service experience. Feedback aids the contact center in identifying areas for improvement and adapting to customer expectations.
Impact of ACD on call center productivity: conclusions
In summary, automatic call distribution (ACD) systems are a crucial component of the success of modern call centers. By intelligently managing call flows, optimizing resource allocation, and facilitating personalized interaction with customers, ACD systems strike a balance between operational efficiency and customer satisfaction.
The impact of ACD on call center productivity is multifaceted, encompassing call processing metrics, service quality, and the overall customer experience.
As call centers continue to evolve, the adoption and effective utilization of ACD systems remain pivotal for meeting and exceeding customer expectations while maintaining a high level of operational efficiency.
