Why You Need an ACD? (And what the heck is an ACD?)

A reliable and efficient phone system is crucial for any successful business. But in the age of modern technology and nimble communication, a phone system has become so much more than just answering a call. Long wait times, worn out agents and frustrated customers - if this is a common situation in your contact centre, you might need more than just a phone system. How about considering an upgrade for your business with an automatic call distribution system? Automatic call distribution systems, what are they? The best way to explain how an ACD works is by bringing up a (painful) experience 90% of us have endured in this lifetime; setting up an account with a power company. You've called up a company and you've given your details. After telling a few different people what you're calling about, you're finally connected to someone. Name, address, dates. The usual details. Then, for some reason, whether the power hasn't been turned on or you need to clarify a detail, a call needs to be made back to the company. Frustratingly, you're asked the same details again. Name, address, dates. Lightbulb moment! You ask to speak to the same person who dealt with you last time in the hopes they'll have some recollection of your case - but the company has no idea who that agent was. An ACD cuts this experience in half. When a call is made, a computer-based telephone switchboard automatically places incoming calls from a large number of telephones into an order or department in which they can be answered. But it doesn't stop there - it's the features of an ACD that can transform a business. What's so great about an ACD? The features of an automatic call distributor are not just limited to their efficiency, but also in their diversity. Many ACDs can support multiple lines, and may offer features such as intelligent call routing and network integration. Some ACDs can even integrate with certain business phone systems, allowing businesses to streamline the way they field calls through voice mail. Cradle's automatic call distribution is integrated with HubSpot, meaning when a customer calls through all of their details will automatically be displayed on screen; from the entire history of when they last called, what they spoke about and who they spoke with. But how will it benefit my business? There are a number of key benefits to be gained from an automatic call distributor. Aside from the obvious benefit of reducing the amount of work needed to run a call centre, an ACD allows your business to achieve continuity of service, both in terms of always being able to answer the phone and in terms of providing a consistent level of customer service. Unlike manual call distribution, an ACD can be programmed with multiple queues for different departments or types of enquiries. But this isn't just about customers - as a business leader or manager, this is also an important tool to consider for your teams. Having an automated phone system that helps cut down workloads means phone agents are spending more time generating revenue and getting to the crux of phone calls quicker. Does my business even need an ACD? If your customers need help and have difficulty reaching an operator or employee through a single phone number, an ACD system could benefit your business. A general rule of thumb is if you're dealing with a call volume that exceeds 3-5 calls per hour, this might be one to consider, despite which industry you're working in. Ready to delight your customers? Check out Cradle! Cradle's ACD phone system works as a sort of hybrid, combining traditional call routing with some of today's newest cloud-based technologies within HubSpot. Click here for a demo to check out more.