Revolutionize Your Contact Center with Automatic Call Distribution (ACD)
Effortlessly integrate Bling into your tech stack, minimizing IT workload while ensuring secure, reliable communication and seamless business operations.
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Advanced Distribution for Seamless Call Handling
- Efficient call distribution reduces idle time and boosts agent engagement by routing calls accurately.
- Agents are equipped with tools to manage various call types, ensuring timely responses.
- Equal call sharing fosters collaboration, balancing workloads and improving team dynamics.
- A positive work culture boosts agent performance, increasing productivity and job satisfaction.
Flexible Call Management & Enhanced Team Collaboration
Customize call forwarding and create ring groups to improve call management and foster better team collaboration.
Streamline call routing by using ring groups for specialized teams, enhancing collaboration and ensuring calls are handled by the right experts for efficient resolution.
Boost your business accessibility with toll-free numbers. Customers value the convenience of free calls, which increases the likelihood of them reaching out to your business.
Customize call forwarding to align with team dynamics and specific needs, ensuring efficient call management in any situation.
Choose a local number to establish trust with your target market. Select from over 70 countries and enter your city to generate a customized local phone number.
Advanced Call Distribution
Boost sales, support, and team collaboration with advanced call distribution strategies that route calls to the right agents based on expertise and availability.
Round Robin allocation evenly distributes sales calls, reducing agent burnout while optimizing opportunities for all team members.
Customizable call forwarding and prioritization enhance the customer experience by swiftly handling urgent calls based on agent availability.
Ring groups route calls to the appropriate team, enhancing collaboration and ensuring customers are connected to the right experts quickly.
Bling The Ultimate Business Phone System
Call Recording Feature
Record and track every call on your numbers to monitor team performance more effectively. Easily share these recordings for further analysis.
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Call Allocation System
Balanced call distribution across team members ensures an even workload, enhancing agent productivity and efficiency.
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Flexible Call Forwarding
Choose from various forwarding options like 'Ring All', 'Ring Idle First', or 'Ring in Order' to meet your team's specific needs.
Smart Call Prioritization
Prioritize calls based on agent availability and activity, ensuring urgent calls are addressed quickly and efficiently.
Ring Group Management
Efficiently handle call traffic by assigning numbers to user groups, enabling flexible and organized distribution of calls.
Efficient Call Distribution
Utilize 'Call Distribution' to route calls based on team workload, allowing calls to ring on multiple phones either simultaneously or sequentially.
Smart IVR Routing
Improve customer support efficiency with the IVR system, swiftly directing callers to the right department or agent.
Call forwarding
Ensure you never miss an inbound call by redirecting them to your mobile or landline, allowing you to stay connected with customers even when away from your desk.
Live Queue Callback
When agents are busy, inbound customers are listed in the Live Queue Box, giving them the option to request a callback for later attention.
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Common Call Distribution Questions
How does an ACD system work?
Types of call distribution methods
Essential features of automated call distribution system
Key benefits of automatic call distribution
How to choose an ACD system for incoming calls?
The entire working process of automated call distribution systems can be summed in the following three steps:
Caller identification: The first step of the process is to ask the caller’s purpose through an IVR. Factors like language and location can be determined via caller ID systems. This information allows the ACD to distribute the calls to the best-suited agent.
Call queueing: The next step is to sort the callers into a waiting list. The automatic distributor considers factors like status, query, and waiting time to determine the order of the queue.
Call routing: The last step is to route the calls based on the type of distribution method preferred (there are several to choose from). If you want to minimize the wait time, ACD can route the calls to the immediately available agent. If you want your customer to be handled by the best agent, it will distribute it on the basis of agents’ skills.
Fixed order call distribution: As the name suggests, fixed order distribution or linear call distribution routes calls to agents in a predetermined order. This means, incoming calls are sent to the first agent on the list and are only sent to the next one if the previous agent is unavailable.
Round-robin call distribution: Also known as circular routing or rotary routing, incoming calls are evenly distributed to a group of agents in a continuous loop. Thus, the first call goes to the first agent, the second one to the next and so on. The cycle then repeats once everyone in the list has taken a turn.
Uniform call distribution: Here, incoming calls are evenly distributed among the agents ensuring that no agent is overwhelmed while others remain idle. The ACD system sends the first incoming call to the agent who’s been idle for the longest time. Once they handle the call, the system moves to the agent with the second highest idle time and so on.
Talk-time-based call distribution: With talk-time-based or load-balancing distribution method, calls are routed to an agent with the least talk time. Like the uniform distribution method, it is also aimed to distribute the workload fairly among the agents.
Skills-based call distribution: Also known as weighted call routing, skill-based call distribution scores agents based on product expertise, language proficiency, efficiency, and similar factors. An ACD system then prioritizes them on these scores and ensures calls are routed to reps with the most relevant skills.
Location-based call distribution: In this method, incoming calls are routed to agents or groups on the basis of geographical location (country, city, or area code) of the caller. Location-based call distribution is helpful when call centers have multiple physical locations or a global customer base.
Priority-based call distribution: Priority-based call distribution routes inbound calls based on predefined priority levels of the issues or customers, ensuring that high-priority calls are handled immediately or before lower-priority calls. E.g., calls from high-value customers are instantly routed to dedicated agents or placed at the top of the call queue to get priority support.
Interactive Voice Response (IVR) menus: An interactive voice response (IVR) menu is a custom self-service phone menu that guides customers to the right department. IVR menu is vital for an automated call distribution software to route callers correctly, especially for contact centers with multiple services and departments.
Ring groups: Ring groups allow you to group bundle agents into departments, to share inbound call responsibility. When one agent receives a call, the others in the group get it too. You can also customize the group’s ring sequence – sequential, round robin, fixed order, etc.
Call queues: Call queues organize callers in hold queues when an agent or ring group is busy. The ACD system can route calls to an agent’s queue, or elsewhere if the queue is long.
Caller ID: Caller ID and contact profiles identify the inbound caller based on their number. This provides information about the caller’s area code, language preferences, company, and journey history. This information helps the ACD choose where to route the call.
Third-party software integrations: CRM software integrations enable higher-level customer profiles for more accurate routing. Connecting your CCaaS platform or phone system to a CRM system can populate customer profiles with useful information: recent purchases, recent interactions with your company, and VIP status. These details influence ACD routing choices.
Efficient call routing: ACD systems can intelligently route incoming calls to available agents in real time. This ensures callers don’t have to wait unnecessarily and quickly connect to someone who can assist them, enhancing call center operations.
Better workforce management: ACD allows companies to manage peaks and valleys in their incoming call volumes and streamline workflows. More agents can be scheduled for high volume times while staffing can be reduced at quieter times.
Better reporting and analytics: ACD software offers detailed reports on wait times, call volumes, agent performance, and other critical factors through custom dashboards. This helps identify improvement and coaching areas.
Enhanced customer experience: With reduced wait times and quicker access to agents, automated call distribution software helps enhance the overall customer experience and satisfaction. Phone calls are handled quickly, efficiently, and effectively.
Increased productivity: ACD routing and management of customer calls allows agents to spend more time actually talking and assisting customers rather than manually handling incoming calls. This drives greater agent productivity.
Omnichannel integration: Business phone services also offer integration across other communication channels like email, live chat, SMS, and social media. This provides an omnichannel customer experience.
Scalability and flexibility: Cloud-based automatic call distribution (ACD) solutions are highly scalable to match rising and falling demand. They also provide flexibility to deploy new routing rules, and analytics tools and to integrate with other systems. This scalability future-proofs investment for companies and preserves brand messaging.
Determine your call volume needs: Consider the number of call center agents you need to support, peak call times and seasons, and expected growth. This will help you pick an automatic call distribution method that can handle your capacity.
Consider the types of calls and routing rules needed: Do you need simple rules like round robin or skills-based routing to certain agents? Or more complex priority and overflow rules? Make sure the system supports the call flows you want.
Look at reporting and analytics: A good automatic call distribution provides historical, real-time, forecast reporting and call monitoring to help you understand caller information, call metrics, agent performance, service levels, customer data, and more. Pick one with robust reporting.
Ensure flexibility and scalability: Your needs may change so choose an automatic call distribution that allows easy configuration changes and scaling up/down as needed. Cloud-based systems are often more flexible.
Evaluate ease of integration: If integrating with CRM or other systems, make sure your automatic call distribution system has good integration capabilities and APIs.
Compare pricing: Consider the total cost of ownership over 3-5 years, not just upfront costs. Subscription cloud systems have lower upfront costs but ongoing subscriptions.
Check the ease of use: Look for an easy-to-use agent desktop. A simple, intuitive interface improves the experience for contact center agents.
Technical support and training: Don’t underestimate the value of good technical support, training resources, and documentation. Find an ACD vendor that provides solid post-implementation support.
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Frequently asked questions
What is automatic call distribution?
An ACD system can streamline your call routing and help you deliver an exceptional customer experience. This system uses phone routing technology to distribute incoming calls efficiently across the team. So, if you want to reduce the call load during peak times, this technology is perfect for you.
How does call distribution work in Bling?
Call distribution in Bling works the following way:
Step 1: Start by ringing your teammates using a specific predefined sequence. This sequence can be defined by the agents or the manager.
Step 2: Once the calls start, the agent will receive the call in the defined sequence (as stated in Step 1). The biggest benefit is that the call starts with a similar agent every single time.
Step 1: Start by ringing your teammates using a specific predefined sequence. This sequence can be defined by the agents or the manager.
Step 2: Once the calls start, the agent will receive the call in the defined sequence (as stated in Step 1). The biggest benefit is that the call starts with a similar agent every single time.
What is the difference between IVR and ACD?
ACD and IVR work in tandem, but they are distinctly different VoIP features. ACD uses data collected from IVR and call metadata to place callers in a queue, prioritize their call and then route the call to the next available agent based on rules and conditions you define. IVR presents callers with menu options, allowing the caller to select options using their voice or their phone’s touch-tone.
Can I customize call distribution rules based on my business needs?
Yes, you can customize the call distribution rules based on your unique business needs.
How much does automatic call distribution software cost?
ACD and IVR are usually standard features of any contact center solution or business phone system. This means that the price will vary based on vendor, number of users, add-on features, and more.
Do I need to buy a VoIP solution to use ACD?
ACD is not a stand-alone solution, but rather a feature of telecommunications solutions. So in that regard, VoIP may be required to take advantage of ACD unless you have a physical PBX-style phone system in place.