Call Center Virtual ACD

Virtual Automated Call Distribution systems are a necessity for call center operations that want to utilize home-based agents or call center agents at multiple locations. The virtual ACD as it is known, helps give the company flexibility and control over the flow of calls to available agents.

Call Center Virtual ACD

Many businesses have started to use a virtual call distribution model as their workforce has extended to the four corner of the globe as the result of the need for cheaper labor. Others have done away, partially or completely, with on-site workers and have instead invested in the technology necessary to power home agents.

Some of the advantages of a virtual ACD are intelligent call routing, remote agent provisioning, hosted agent desktop, detailed reporting, remote quality control, backend database integration, and customized agent scripting

An interesting feature of a call center virtual ACD is skills-based routing. With this feature call centers can assign employees with more skill rank to handle more calls. When a calls arrive, the virtual ACD system will identify the highest ranked agents and allow them to handle a higher volume of calls. This is a good feature to use while new agents are on the floor, and are still learning the nuances of various call types.