The benefits of using automatic call distribution

There are many ways how an automatic call distribution (ACD) system can contribute to the success of your business. However, to understand all of its’ benefits, first, you need to learn what it is. And to put it simply, its’ job is to answer and route all incoming calls to the sales agent that should be equipped to handle them best. However, this doesn’t mean that the ACD is a simple thing on its’ own. In fact, it’s rather complex. The system is based on a set of algorithms and integration with other technology. So, to use it, you can’t go without Computer Telephony Integration and Interactive Voice Response.

Luckily, because of all the tech involved, it is smart. It’ll handle the priority of calls by itself. And on top of that, skill-based routing enables it to transfer calls to the right people in the company. Connect it with good click-to-call software, and you’ll have nothing to worry about. The ACD will do everything for you. Now, that we know how it operates, let’s look at the benefits of using it.

#1: Immediate and intelligent call response

One of the biggest upsides of using a system like this is the instant response to incoming calls. However, speed is not the only good thing about it. As we already mentioned, it’s smart. So, it’ll use the predefined rules and forward the calls to the best agents. There’s no more waiting for people to answer and do the task of transferring. Therefore, you’ll be saving time.

Agents working in the customer service.
With ACD, your agents will be able to respond quickly and be of more help to the customers.

We don’t have to explain how this improves customer experience and satisfaction. And if you want to take it even a step further, you can. Your customers will get an option to schedule a call back when there’s a high call volume period. On the other hand, you won’t have to worry about not meeting the requests of your VIP customers. ACD will recognize them and route them to their assigned agents right away.

#2: Increased productivity

Thanks to the rules we mentioned earlier, the system will enable your agents to work in the areas in which they’re the best. They’ll take only the calls that they’re trained for and have the capacity to receive. Because of this, they’ll always know how to handle the needs of the customers. Your response time will be quicker, and your customer support will be more efficient. What more could you ask for?

All of this can also have a positive impact on your employees. Not only they’ll be more productive, but their confidence will be high as well. And it’s not hard to understand why this is when you think about it. If you let people do something they have the best capacity for, they’ll feel happier. Moreover, all the chances are that they’ll establish more meaningful business communication with the caller.

#3: Overall cost reduction

Sometimes, the cost of transferring calls across different departments isn’t to be overlooked. However, with the automatic call distribution, this cost goes down. On top of that, when you get the first call resolution, that cuts down on all the others transfers that you’d have to do otherwise. This not only reduces the cost per call but also creates a better customer experience.

A plant growing from a cup full of coins.
One of the biggest benefits of using automatic call distribution is that you’ll save money by using it.

In essence, your business will need to do fewer calls to satisfy even more customers than before. And if you choose to use the cloud-based ACD system, there are almost no upfront or maintenance costs. You won’t need as many phone lines and staff to handle the job capacity you have now.

The only problem you’ll have is how to spend all that extra money you’ll save. You could get a nice holiday trip. Or you could invest it and boost website sales with conversion rate optimization. The choice is yours, but we know what we would do.

#4: Cloud-based systems that reduce operational costs

There are a few types of ACD systems out there. But the best among them is the cloud-based ones. These don’t require any new special hardware, or software for that matter. Businesses can utilize them to their full extent, and the only thing they need is a stable internet connection.

And since it works this way, your call agents don’t have to be in the same location as the company. You can let them work from home and save money that way. On the other hand, you can also hire the best agents in the world, no matter where they are, and connect them to callers without any issues. With ACD, the possibilities are endless.

#5: Better brand development capabilities

Customer experience is a crucial tool for branding, no matter what your business is all about. If your customers feel important when they talk to your employees, and if their problems are resolved on the first attempt, they’ll be more than happy to promote your business among the people they know. You’ll get favorable reviews and good word of mouth. And both of these things can be very powerful.

Three women at a table talking about automatic call distribution.
If you have good customer support, people will talk about your brand.

The ACD will provide the agents with an in-depth profile of the customer and details about their previous calls. So, when they address them by their first name, your customers will feel relevant. This is why they’re likely to become unpaid ambassadors of your business. Thanks to it, your site will get more visitors, and you’ll only have to convert traffic into leads to make a score.


As you can see, the benefits of using automatic call distribution are plentiful. And we just scratched the surface here. This is a system that promotes excellent customer service, and as such, it will be useful to any business. The competition is fierce nowadays, and we know that we don’t have to tell you that. However, this is the reason why you should consider investing in ACD. Your company will stand out, and that’s exactly what you need to keep a competitive edge.

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