In the world of the telecommunications call center, there are several systems that are used to decide which calls are ordered by which agent and how long it will take to get that call to the agent.  Of course, there are more specialized systems that can be used to accomplish this task but may not be necessary for the needs of your company.  Skills based routing (SBR) is a more comprehensive form of the ACD system, which saves time and money but may be overly complicated.

When a call comes in to a call center, it is typically answered and accepted by an automated system that will decide where the call should be routed based on input by the customer.  For instance, the vocal prompts will ask whether the customer needs to proceed in English or Spanish and then will determine what department will best serve the needs.  In the ACD, the call will be sent to the next available customer service agent, or in the event that none are free, will put the call into a holding pattern until someone is able to answer it.  After a set period of time, the call will be rerouted back to the general queue for consideration, only to be transferred again.

The automatic call distribution system that many companies use is simple, with no functional frills to direct calls.  As a result, the ACD system may result in long waits and long queues, especially during periods of increased call volume.  The calls are routed to agents simply in the order that they are received, with messages that tell the customer how long the wait might be and what number they are in the queue.  Using the skills-based system lowers the call waiting time for the customers, which can increase customer satisfaction and repeat business in theory, however, this is not always the reality.

As an example: the automatic call distribution system can be used for smaller companies that do not have a lot of options.  For instance, the caller is either making an order, asking about an order, making a payment or complaining, all skills that can be handled equally well by all agents in the organization.  The only exception would be the need for bilingual agents, which can be established in the beginning of the call.  While a skills-based routing would reduce wait time for the customers, would the benefit be worth the additional cost?

Finally, it is important to realize that which call system is right for you is different for each company, based on the number of calls that are coming in each day, the projected call volume that could be realized and the cost of the system.  It is important to discuss this system or the other options with a managed service provider who can help you to understand the pros and cons of the automatic call distribution center plus the costs and the savings.  If the system is not going to save money, time or increase customer satisfaction or employee productivity, there is no need to go with the increased cost.