Automatic Call Distribution (ACD)

A common misstep? Overcomplicating it too early, or worse, ignoring routing logic altogether. Some businesses set up an ACD and then leave it untouched, as if it’s supposed to magically handle everything from day one. But ACD systems, much like teams, benefit from calibration. If the routing rules aren’t based on actual performance data or customer needs, they might misroute important calls, delay urgent queries, or just create more internal confusion.

Another issue: trying to do too much at once. It’s tempting to implement skill-based routing, value-based queues, time zones, backup queues, overflow handling… all in one go. That sounds efficient, but in reality, if agents don’t understand why calls are routed to them, or the reporting gets messy, the system backfires. The best advice? Start simple. Route based on availability and skill, then layer in complexity once your team is comfortable and your reports tell a clear story.

Yes, perhaps even better than in traditional office environments, if it’s configured thoughtfully. With remote teams, visibility into who’s available, who’s overloaded, and what the wait times look like is essential. ACD systems like Voiso’s offer real-time monitoring, so supervisors aren’t flying blind. They can see if a remote agent is taking too long between calls or if a queue is starting to stack up somewhere.

There’s also less guesswork. In a physical call centre, someone might shout across the room, “Who’s free to take this?” But with remote setups, the ACD system handles all that silently and fairly. It uses logic and live status to decide where to send the call. This helps eliminate bias, prevents favouritism, and balances the load more consistently. Just make sure remote agents have reliable connectivity, and train them to manage their availability status accurately. Otherwise, the whole system starts routing calls based on outdated or inaccurate data.

Absolutely. Modern ACD platforms, including Voiso’s, have evolved well beyond simple voice routing. These days, customer communication happens across multiple channels: phone, email, live chat, SMS, even messaging apps like WhatsApp or Facebook Messenger. A robust ACD can route these too, using the same logic trees. For example, if someone sends a support ticket via email, the system can route it to the agent who last handled their account. Or if a live chat comes in during off-hours, it might get routed to a team covering that time zone.

It’s also worth noting that channel preference can play a role. Some customers prefer SMS over voice; others want immediate answers via chat. A good ACD system adapts to both agent availability and customer channel habits. The end goal is the same: get the query to the best person, as fast as possible, with the least friction.