The acronym means Automatic Call Distributor. ACD is a system that is used in firms that receive numerous voice messages. A set of rules are developed to help it to function so as to route this telephones. These rules could be based on the information of customers, the agent skills and availability. It is an important tool in such an organization. Various benefits are associated with it.

Directing conversations to various agents ensures service efficiency. Parameters considered are the skills and availability of agents. By assigning to each worker according to their capacity, encourages them to perform better. They have confidence in their work because they tackle what they have been trained to do. The productivity of employees is maximized greatly.

Computer telephone integration technology is possible. The technology enables employees to telephone from their computers and also receive them directly. The numbers are matched with corresponding records that may be present. Relevant response is achieved. The information of customers is displayed and this enhances solving the problem since better conversation are developed.

Immediate and rapid response is enabled. Customers are answered swiftly. When high value persons call through, they are identified and are attended to by selected employees. They do not wait in the queue of service. They are served as fast as possible. For a firm that wants to have them by their side it is a boom for their business by ensuring that these people receive quality serving.

During high volume phase, customer have an option to choose to communicate back later when the emissary is available instead of the long wait on the line. This allows them to carry on with their pending duties. The agent is obligated to contact the client later. Reduced waiting time and assurance of getting in touch in due course improves the contentment of services to clients.

The process of spreading the sound is smooth and easy because of use of already developed rules. When customers want to be served by a specific employee, they dial directly to their extensions on the line. They do not involve another one on the receiving end to wait to be connected. Identifying past records of callers, they are given suitable assistance.

Connection of various places within the firm and distant places of the firm. The configuration allows personnel at satellite offices operate as a single unit with those at the main offices. This has created a good platform in which people can easy transfer data from one person to another without the need of going through a lot of logistics. The quality of customer service is not at stake and its continuity in provision is not compromised. An organization that has taken this system into use enjoys this advantage.

Managers for these type of companies need to evaluate the performance of their workers. They carry out this task by participating in calls barging, where they join an active one that is progressing by use of an authorization code which they enter through telephone key pad. They therefore instruct them on how to perform in future. This is an important aspect because it assists in evaluation of productivity of the employee.