Which Are Popular Automatic Call Distribution Rules?

Automation in operations is required in all diversified industry verticals, whether it is manufacturing, automotive, healthcare, hospitality, or any other industry. Customer care is one of the segments in which automation is needed at higher velocity. This is the reason the best call center software includes automation using different technologies. An automatic call distribution system is one of the modes of automation incorporated into customer care software. 

Different call center solutions will require different types of automated call distributors (ACDs). Some of them are a must have and some of them are a pleasure to have. To help you understand the automatic call distribution software and major ACD rules, I have compiled this article for you. 


Top types of automatic call distribution rules: 


The ACD rules might be available in the best call center software or in an independent solution offered by the ACD solution provider.  


1. Skill based routing 

Each customer care center will have several agents. From tens of agents to thousands of agents would be handling client queries. Each of them may have a different set of skills and agents are often categorized based on their skill set and put in groups. This ACD rule would map the customer query and needs with the skills an agent possesses. Based on the best match, it would connect the caller to the agent. 

 

2. Sticky Agent 

The automatic call distribution system also has a mechanism to connect the same caller with the same agent every time he or she calls for support. This is popular among businesses dealing with high profile clients as it helps in strengthening customer experience.  


3. Fewest call routing  

In some customer care centers, productivity is as important as customer experience. The fewest call routing rules of customer care software assign the calls to the agents that have handled the minimum number of calls. This helps in improving agent productivity and performance.  


4. Round robin call distribution 

It is the simplest form of automated call distribution strategy. It assigns the calls on the first in, first out basis. It means the first agent in the group will receive the first call. The second call will be assigned to the second agent by the automatic call distribution system. Likewise, each agent will receive the incoming calls in a sequential manner.  


5. Least talk time call routing  

There are different parameters for gauging productivity. One of them is average talk time. This call distribution rule will assign the call to the agent that has the least talk time, so he or she can increase productivity by getting more opportunities.  


Concluding notes 

These are the top 5 popular ACD rules usually incorporated by the best ACD solution provider in the system. It automates the process of attending and assigning calls to the agents to meet major goals such as improved productivity, increased customer satisfaction, etc. 


iCallify has one of the best call center solutions with an integrated powerful automatic call distribution system. You can also avail of the lifetime free edition of this software. To know more about the major ACD rules made available by iCallify. Contact us

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