Definition: An Automatic Call Distributor (ACD) is a telephony system that automatically routes incoming calls to the next available agent in a call center.
Why is an ACD Important in a Call Center?
An ACD is essential in a call center to manage incoming calls and distribute them to the most appropriate agent, ensuring efficient use of resources and high customer satisfaction.
How to Measure the Effectiveness of an ACD?
The effectiveness of an ACD can be measured by looking at metrics like first call resolution, average wait time, and customer satisfaction.
How to Improve an ACD?
Improving an ACD involves regularly reviewing and updating routing criteria, training agents, and implementing AI-powered solutions like OpenQuestion.
Enhancing ACD with OpenQuestion
OpenQuestion can provide intelligent automated handling options, improving the effectiveness of ACD and enhancing the customer experience.