Top 3 Automated Call Distribution Rules That You Must Know

Automation has become an integral part of so many technology driven tools. The contact center solutions are not left behind. A majority of companies investing in developing the best call center software invest in technologies like artificial intelligence. Therefore, they integrate automation as a core feature in this software. An automatic call distribution system integrated into a call center solution can have multiple automated call routing strategies.

Depending on the software that you have purchased, you can receive different types of automated call distribution (ACD) features. However, there are three most popular and considered as the top ACD rules that your software for call center must have.


1. Skill based call routing

The automatic call distribution system or system must have this feature. It analyzes the call request and caller details. Based on the customer and the customer’s query, this call routing rule will route the call of the customer to the most skilled agent. The intelligent call center software assigns different skills and based on that Agent Ranks to the agents, so during inbound campaign handling the skill based routing will route the call to the most skilled agent. This also helps in improving FCR (First Contact Resolution). 


2. Sticky Agent 

It is another must have feature in your automatic call distribution software. It connects the same client with the same agent every time the customer calls the support center. It works amazingly well as the whole process is automated, so it takes very little time to connect the customer with an agent. Moreover, the same agent would know the customer and his common issues or concerns they discussed last time. Thus, it would take less time to resolve client concerns. This also helps in improving first call resolution. Moreover, it strengthens the relationship with customers. Thus, the best call center software will have these features. 


3. Least talk time 

This is not a commonly available feature in contact center solutions, but it is one of the top features and must have automated call distribution rules in the software for call centers. It will assign the incoming calls to the agents that have the overall least talk time. It works amazingly in improving agent satisfaction and overall productivity. It gives equal opportunity to all agents even when they are in the learning phase. This boosts the productivity of the team and helps them improve the overall performance of the business.

 

Concluding notes 

The intelligent call center software can have the most advanced and modern automated call distribution rules. It is always good to have a variety of features in your automatic call distribution software, but the three mentioned are the must have features in your software. If it is not available in your existing system, you must upgrade your call center solution to get those features.  

iCallify is one of the leading contact center solutions and it has an advanced automatic call distribution system with multiple different ACD rules. You can also avail of a lifetime free edition of this software to explore how it benefits your business. To book your lifetime free edition and to explore more about the ACD rules of iCallify, please visit https://icallify.com/

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