How Can Automatic Call Distributor System Increase Sales Efficiency

Picture this:

It's the holiday season, and between sips of egg nog and bites of mandarin oranges, you realize that a very important gift you ordered didn't arrive when it was supposed to, but is marked as delivered.

You sigh, knowing you'll have to listen to a robot voice and a ton of menu options before getting to talk to the right person, but you dial the number anyway, hoping to get an answer as to why your package hasn't made it into your hot little hands.

You're surprised when someone answers the phone immediately, but with a simple "hello" instead of your bog-standard "thanks for calling Big Box Store A, how can I help you" message.

Regardless, you tell the person your issue and they respond with:

"Oh sorry, our phone system isn't working properly today! Let me transfer you"

You wait on hold for a few minutes, but you're unsure the whole time because you don't hear the quintessential elevator hold music that we've all become accustomed to hearing while on hold.

Finally, someone answers. "Hi there, this is billing and payments for Big Box Store A, how can I help you?" You know you've been transferred to the wrong department again, so you sigh and repeat the problem to this agent.

"Oh sorry, let me transfer you to the shipping department"

Beep. Beep.

Now you're waiting on hold yet again, with no elevator music to ease your anxiety that you've actually been transferred and not hung upon.

Suddenly, you're longing to experience the standard phone system that you're used to and daydream about having to simply "press 4 for shipping" and explain your parcel woes to only one person instead of seemingly everyone in the company except the person who can help you.

That call software is called an Automatic Call Distributor system (ACD) and it's a necessity for any business that handles incoming calls of any variety.

This article explores some of the technical aspects of that system, the features and benefits of an automatic call distributor, and tips for choosing an automatic call distributor system that works for your business.

Let's get straight into it!

Introduction to Automatic Call Distributor System

Though research is unclear, it's estimated that call centres of some variants have been around since the 1950s, at least in the United States.

Thinking about these early call centres conjures up images of switchboard operators, receptionists, and rows and rows of people sitting at desks with nothing on them except a giant rotary phone, just waiting to take the next call the second that phone rings.

As businesses grew and industry boomed, it makes sense that the efficiency of call centres had to grow as well. Though it's unclear as to when the first call distributor system was first implemented, the increasing hustle and bustle of daily life meant that the ability to provide quick, efficient, and positive customer service experiences through accurate call routing was quickly becoming a focus for all businesses.

These days, automated call distribution software can be found behind the customer service experience at any company.

It helps with efficiency, accuracy, agent performance, and, of course, handling a large number of incoming calls. Let's explore more about how this software works.

What is Automatic Call Distributor Software?

An automatic call distributor system is an essential tool for any business, large or small. This system can be found in any office or call center and is often part of Voice Over Internet Protocol (VoIP) or Private Branch Exchange (PBX) systems. Automatic call distributor software is built to ensure smooth handling and routing of any incoming calls, even if there are hundreds of incoming calls all at once.

The purpose of automatic call distributor software is to properly route any incoming calls to the right contact center employee or agent as quickly and accurately as possible.

So how does the automatic call distributor system work?

This is where it gets a little bit technical.

How Does an ACD Route Calls?

At a high level, the automatic call distributor system routes calls to appropriate agents based on a set of predetermined instructions or rules.

These rules mean that routing can be as simple as sending a call to an available agent rather than one that's already on a call, or as complex as automatically transferring a call to a specific department or agent.

Automatic call distribution software is usually used in conjunction with other technology, like Interactive Voice Response (IVR) to aid in the accuracy of routing calls.

IVR is that robotic phone voice you sometimes hear on the other end of the phone when calling a business, prompting you to "press 1" or another number so that the system can send your call to the appropriate place. More modern IVR software uses speech recognition and natural language processing to expand on the effectiveness of the system in answering customer inquiries.

More standard systems have the "press 1 to speak to a sales representative" pre-recorded message that simply guides the caller to select the appropriate department to route their call to manually. Some may even prefer this system to the more modernized IVR, especially if it's a small business with the need for fewer routing options, as an example.

Call Distribution Types

Call routing using automatic call distribution software can be done in a wide variety of different ways to cater to various businesses and their unique use-case scenarios. The following table summarizes the different ways that calls can be distributed using an automatic call distributor system.

6 Key Automatic Call Distribution Software Features

Sure, it can be said that every business out there may need some form of automatic call distribution software, but what are the key features that make this system a must-have?

Let's explore those call system features now:

1. Fast and Intelligent Call Responses

One of the most obvious benefits of an automatic call distributor system is that it speeds up call response times, while also providing the added benefit of being able to route calls appropriately. Depending on the system you choose, there are also other features like customer call back scheduling when call volumes are high, or the ability to route certain customers to specific agents.

2. Increased Agent Productivity

With intelligent software that can route incoming calls to a free agent, customers are not left waiting unless it's necessary, and agents aren't left picking held calls from a queue.

In addition, most automatic call distributor software can intelligently route calls to an agent with the most experience dealing with a customer's specific issue, reducing the need for transfers and the customer needing to repeat their issue to multiple agents. It also provides a more productive, streamlined experience for the customer and agent alike.

3. Reduced Operating Costs

A more efficient telephony system through automatic call distributor software often results in reduced operating costs in general. Intelligent call routing means that an agent is never left without a call to take (unless there are low call volumes in general) meaning that managers can

4. Increased Efficiency

An automatic call distribution system typically means more efficient agents. Customers don't want to have to call back multiple times to achieve their goal, whether it's a sale or resolution to a problem. An automatic call distribution system with intelligent call routing means that most queries are solved on the first call, and therefore more customers are helped within a shorter time.

5. Can be Integrated with Existing Phone Systems

Most automated call distribution software is cloud-based, meaning that aside from no additional hardware costs, it can be implemented quickly and is often able to be integrated with existing VoIP software with little fuss.

Other technologies like IVR can often be fully integrated into the automated call distribution software, giving agents more flexibility and control with regard to caller information and purchase history.

6. Facilitates Team Collaboration

features that are standard of most ACD systems, like teleconferencing and whispering (where a manager or senior agent listens in on a customer call without the customer knowing) provide opportunities for enhanced collaboration among agents. This also eliminates the need for the customer to repeat information to multiple agents since more experienced agents would be listening in on the call and understand the issue should they need to step in.

Call recording is another feature that Ringy and most automatic call distributor software offer as a way to coach agents. This is why sometimes when you call a business, it will let you know that the call may be recorded for training purposes before connecting you to an agent.

Benefits of An Automatic Call Distributor System

Next on the list are the key benefits of an automatic call distributor system. It's great to understand the features, but features are nothing without understanding the benefits that they bring to your business.

Here are the key benefits of an automatic call distributor system:

1. Better Customer Service

If you've ever needed to call a company's customer service line, you know how frustrating it can be to get passed around from agent to agent without a resolution to your problem in sight. Automatic call distribution software removed this frustration by routing incoming calls intelligently, whether it's through the use of IVR or the more standard touch-tone system.

Some automatic call distributor systems also allow agents to connect with another agent before transferring a call so they can fill them in on what's happening with their customer before transferring, reducing the number of times the customer has to repeat themselves.

2. Improved Workflows

Automatic call distributor software routes call to available agents, allowing agents to take time off or take breaks without worrying about missing calls. If you have a remote team, the ACD software also helps facilitate collaboration by making it easier for agents to connect with each other, regardless of their location.

3. Better Performance Management

Since most automatic call distributor software lets managers and agents listen in on calls without the customer being aware, it provides the perfect opportunity for on-the-job coaching to improve agent performance.

Automatic Call Distributor Price Breakdown

When you're choosing call distribution software, one of the biggest considerations is price. At a high level, most software handles the basics, so it can be difficult to pinpoint which one provides the best value per dollar.

What makes it more difficult is that most of the automatic call distributor systems out there fall within a relatively small price range difference, with most call distributor software priced between $10 - $200 per month, with variations across the board with whether they charge per user, are subscription-based, etc.

Since you're here to get clear information about your next move with regards to implementing an automatic call distributor system for your business, let's look at a quick automatic call distributor price breakdown of top software within the same price range as ringy (around $109 per month, give or take):

*All prices current as of November 2021

How Can Automated Call Distribution Software Make Your Sales Team More Efficient?

Sales motivation is always a tough thing to manage. It's safe to say that sales teams, in general, would like to spend more of their time actually selling rather than dealing with the administrative burden of fielding customer calls. They want to know that when they answer the phone, a qualified lead or existing customer is waiting on the other end, and it's another opportunity for them to make another sale.

Call distribution software can help with sales motivation by:

• Intelligently routing calls to the right sales rep based on inputted rules. For example, with Ringy's software, incoming leads can be organized into segments or buckets based on various criteria, like industry, location, source (social media, web form, or ad).
• Sending specific buckets of leads to the right sales reps. Notes can be left on a customer's account so transfers to the right sales rep can be made quickly and easily if the customer calls back.
• Ensuring that calls are distributed equally across the team. Fairness is an important part of business, and most sales reps want an equal chance at making sales, especially if bonuses are involved. An automated call distributor can equally route calls so no sales rep is left behind.

In addition to these benefits, software like a power dialer is often built into automatic call distribution systems, increasing the efficiency in which calls are answered.

Frequently Asked Questions About Automatic Call Distributor Software

Automatic call distributor software may seem straightforward, but there's always more to unpack with a technology like this. Here are some commonly asked questions related to call distribution.

What Does Automatic Distribution Mean?

Automatic distribution is a telecommunications process where incoming calls are routed to appropriate company departments or agents based on a set of predetermined rules.

What is the Difference Between an Automatic Call Distributor System and a PBX?

The main function of an automatic call distributor system is to connect incoming calls with agents. A PBX (Private Branch Exchange) system refers to the company's internal telephone network. Traditionally, PBX systems were analog and required hardware installation, but modern systems can connect with VoIP to provide a cost-effective way to manage a company's phone network over the cloud.

What is ACD IVR?

An automatic call distribution system can be abbreviated as ACD, while IVR stands for Interactive Voice Response. Modern business phone systems often use these two technologies together to route incoming calls more effectively.

For example, a customer calls in and wants to talk to sales. Because the business has IVR implemented in their phone system, the customer can use natural language to ask for sales and be transferred automatically.

Conclusion

Automatic call distributor software has been around for decades, with many innovations and changes causing the software to evolve significantly over the years.

With the rise of cloud VoIP reducing the need for expensive in-house hardware the world of automatic call distributor systems has moved into the cloud as well, making them quick and easy to implement.

From the plethora of call routing options to the many different features and benefits that an automatic call distributor system can provide, it's easy to see why this system has persisted over the years as the answer to businesses who need to handle increasing numbers of incoming customers calls.

If you're ready to see how an automatic call distribution system can improve your business's call center environment, as well as benefit your sales and marketing teams, then don't hesitate to schedule a demo with Ringy. We'll show you our software and walk you through its features and benefits. Plus, we offer comprehensive (and free) onboarding so everyone can be confident when the system is implemented.

Book your demo with Ringy today!