Automatic Call Distribution (ACD) quickly distributes callers to their desired calling destinations. Call queuing reduces the time customers wait for their call to be answered. Call queuing delivers the call immediately to the proper department or skilled personnel which reduces the entire call time.
Following are the Top 5 ACD Queuing Strategies:
1. Ring All: A queuing method that rings all telephones in a call center environment at the same time. This may work well for a small call center environment, but it places a wait time burden on multiple calls received at the same time since the 2nd, 3rd, 4th, etc. Calls will not be routed until the 1st call is answered and all the phones ring again.
2. First In First Out (FIFO): The traditional method of queuing in a call center environment that routes the 1st call received, then the 2nd call received, then the 3rd call received, etc. to the next available agent. This strategy is widely used by call centers and typically ensures wait times during peak calling periods.
3. Last In First Out (LIFO): An alternative method of queuing in a call center environment that routes the last call received, then the next to last call received, etc. to the next available agent. This strategy is used by call centers and provides instant pick-up to some customers during peak calling periods while making others wait for longer periods. The strategy can provide higher satisfaction metrics by providing the illusion of no wait time for some customers but can be gamed when customers learn that they can hang up, call in again, and talk to an agent quicker. In addition, pure execution of LIFO during peak periods could result in high call abandonment.
4. Bulls Eye Routing: A queuing method that qualifies the caller using various criteria including but not limited to:
- Automatic Number Identification (ANI)-Caller ID
- Dialed Number Identification (DNIS)-Number being called
- Agent skills required
- Agent skills available
Utilizing the criteria specified, the call is then routed to an agent best qualified to address the issue the caller needs resolved. Bulls Eye routing is an excellent choice for addressing VIP clients and / or complex issues. The downside is that wait and call times for specific agents may exceed desired metrics due to the high value of the client or complexity of the issues.
5. Last In First Out (LIFO) with Maximum Wait Time Constraints: Identical to the LIFO queuing method with a maximum time on hold constraint that will insert calls on hold for long periods into the queue ahead of the most
recent calls. This is a hybrid queuing method that attempts to address the possibility of call abandonment exhibited in LIFO queuing during peak periods.
Randall Smith – 1stel Project Manager