What is Automated Call Distribution?

Automated Call Distribution is a system that can recognize, answer, categorize, and distribute incoming calls to an office or call center environment. This contact center software has multiple functionalities that allow you to manipulate the distribution of calls to fit your pool of employees.

The first step to set up automatic call distribution with your call center software is to program your hunt groups. Once you have sorted your employees into departments, you’re ready to begin manipulating the order in which they receive calls. There are multiple paths in which incoming calls can hunt for an available agent, each with benefits for specific organizational layouts:

  • Regular Distribution: The incoming call rings to each user in the order that they appear on the user list. This distribution cycle is preferred for companies whose agents have a wide spread of seniority. More experienced agents can be placed earlier in the distribution cycle so that newer employees receive a lower call volume.

Regular

  • Circular Distribution: The system notes the last user to answer a call, and then sends the incoming call to the next user on the user list. This distribution cycle works well for incentive-based call centers, as it evenly distributes calls throughout the pool of agents.

Circular

  • Simultaneous Distribution: The incoming call rings to all users at once. This feature is typically used in an office environment with multiple executive assistants; a retail, restaurant or hospitality business with numerous attendants; or a widespread organization with multiple locations to answer phones.

Simultaneous

  • Uniform Distribution: The incoming call rings to the user that has been idle the longest. This function proves successful for keeping agents productive and engaged.

Uniform

  • Weighted Distribution: This skill-based routing function allows you to aim certain calls at a particular agent with a defined skill set.  This is the most intricate, and perhaps the most advantageous, call center distribution function, as it allows you to map a set of business rules to direct calls from a certain call-group to a predefined agent-group. Agents can be grouped in buckets based on their knowledge and experience.

Choose the distribution method that will benefit your organization the most and you’re likely to see increased efficiency, cost savings, reduced wait time for customers, and overall enhanced customer service. For more information about automated call center software, give Nextiva a call at 800-799-0600!

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