What Is an ACD Phone System?
Over the years, as the need for smarter and more effective phone systems grew, Automatic Call Distribution (or ACD) was developed. A computerized telephony program, ACD filters and dispatches incoming phone calls according to a precise, pre-established order. This allows you to ensure callers to your business can get through to you and your employees.
An ACD system from AccessDirect is customized for your business and works with a wide range of phone types, including fixed office phones, fixed home phones, mobile phones and net-based phone services. It shows your customers and other callers that you value their time and want to make it easy for their call to get through to the right person.
A call that doesn’t connect to a live person or a voicemail system is potentially a customer that won’t call back, which is why an ACD phone system goes a long way toward improving your customer service and, ultimately, your customer conversion, retention and satisfaction metrics.
How Does an ACD Phone System Work?
The key to an effective ACD phone system is in the customization we create for your team. We integrate all of the phone numbers you use for your business. These include your fixed numbers (at your office, factory, warehouse or at home, in the case of home-based businesses), mobile numbers and web-based numbers (such as VoIP, cloud-based telephony, etc). We take your list and enter them into your customized ACD.
The next step is to prioritize. When a call comes in, you decide which phone it’s directed to first. If there’s no answer, the ACD automatically rings the next number on the list. If you employ a phone system where customers have to return to a main menu and start over or hang up and dial a new number, there’s a good chance they’ll get frustrated and give up. Our ACD phone system makes sure calls are dispatched to your business phones in the order you determine, resulting in more efficient and reliable phone communications.
ACD Phone System
An automatic call distribution phone system is a computer telephony integration program that automatically assigns the incoming calls to a specific group of recipients. To help call centers and customer care centers enhance their efficiency and enjoy maximum flexibility, AccessDirect offers hosted PBX phone systems that feature an advanced ACD system. Our ACD phone system ensures effective call management during the workday and after-hours.
Managing High Call Volume
The ACD phone system offered by AccessDirect is highly affordable and efficiently processes the huge volume of incoming calls to your organization. Our ACD system distributes calls among the available agents. When a call arrives, the first person included in the list gets the call; if the particular agent is busy or hasn’t attended the call, it is immediately transferred to the next call answering agent who is free. The ACD system can also dial all agents simultaneously, ensuring your calls are always answered promptly.
ACD System Advantages
- Improves staff productivity
- Enhances customer service
- Saves time and money
- No hardware to install
- Automated call routing
- Scalable as your business grows
ACD PHONE SYSTEM FEATURES AND BENEFITS
An ACD phone system not only makes it easier for your callers to get through to you and your employees, but it also creates a serious and professional impression. Suitable for any size of business, it can even be used if you’re running a small home business and want to receive your calls whether you’re in your home office or on the road.
In today’s competitive and high-speed market, missing a call can mean a potential customer never calls back, or an existing customer gets frustrated and chooses to contact a competitor. Equipping your business with an ACD from AccessDirect goes a long way toward creating positive, easy channels of communication between you and your customers and other callers.
Another feature of AccessDirect’s automatic call distribution system is that it tracks all incoming calls. You have online access to your call traffic, and the call log provides useful information for managing your team. You can see how many calls were answered by a particular agent, how long they spent on that call, how many calls they missed, and more. Our searchable call logs are a great management tool.
Call for Custom Solutions
Apart from the ACD system, our virtual PBX phone systems include advanced call management features such as auto attendant, find-me/follow-me call forwarding, voicemail to email, automated transcription, inbound and outbound faxing and more. You can utilize all the functionalities of AccessDirect’s ACD phone system at affordable monthly service charges.
You don’t have to set everything up on your own. We will set up your ACD system in a way that works best for your business, as well as record professional greetings for your callers to hear at no extra charge. Call 877-599-6500 or contact us for more information about our automatic call distribution solutions.