What is automatic call distribution?
A) Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent
B) Directs customers to use touch-tone phones or keywords to navigate or provide information
C) A phone switch routes inbound calls to available agents
D) None of these

Question

Quizplus · Accepted Answer

Automatic call distribution (ACD) is a phone system feature that uses a phone switch to route inbound calls to available agents. This ensures that calls are distributed evenly and efficiently, improving customer service and reducing wait times. Option A describes predictive dialing, and option B describes interactive voice response (IVR), which are different call center technologies. Option D is incorrect, as one of the options (C) is the correct answer.

What Is Automatic Call Distribution