ACD  features, or Automatic Call Distribution, is an every day part of the business world and does what it says on the tin by automatically distributing the incoming calls amongst the advisors in the contact or call centres who are sitting waiting for the calls and help or advise customers. Most of these systems are network based and there are various features that come with the ACD systems.

These are controlled by the call recipients to allow them to take calls, make themselves busy, take time out for breaks or give them the chance to update notes on accounts or make amendments that they have agreed with the customers. Having these features at their fingertips is essential to phone advisors to allow them to do these tasks which are expected of them without calls backing up in a queue waiting to get through to them.

Once an advisor logs into the network based ACD system, which can vary greatly in name and composition between customers but all serve the same basic purpose, they will click on a part of their screen that makes them available to take calls. Another feature is being able to put the caller on hold if they don’t have any necessary information to hand and have to make a secondary call without disconnecting the original caller.

Call transfers are another feature; they may have a direct line to another department whereas they will introduce the caller to the new receiver and pass them another. Another way is blind transferring, where they pop the caller into the call queue for the other department and they can wait their turn while listening to music.

A ‘busy’ feature stops calls trying to get through to that advisor and they are diverted elsewhere, this is a well used feature for catching up with notes or nipping to the toilet. Clicking on it again on their return makes them available to take calls once again.

Making the most of resources around you

Small start-up companies are often so low on time and resources they need to cut corners for the short term, to give some time for income to be made and ends to be met.

When I began a small independent theatre company straight out of uni I relied on all of my friends and family for their time, energy and skills. I found myself using the graphic design services of an uncle, the computer programmes of a friend and the van of my grandads, all on a weekly basis. Even the photo software of my graphic designer! I now realised there are free photo edit programs available online. All in all, I felt like a complete drop kick, always asking for favours and feeling like it would be so long until I would be able to repay them.

Within six months I had the show on the road, touring the country with a fifteen person team. Within two years I was managing a venue and using it to promote my independent shows.

Now, I am in the position where I have repaid all of these favours in some way or another. I have more time to devote to nourishing relationships with them and have offered my time and knowledge many times in support. I actually feel that through relying on them, I have been able to create an even closer bond. By asking them those few hard favours, I have given in to my own pride and shown that I really need them. Everyone wants to be needed right?

I speak to people every week who are wanting to start their own idea which will progress into a business. I always say ‘just do it’ and they look at me like I am an alien asking them to jump into my spaceship. I know that with basically nothing behind me except a whole lot of courage, I started my own business and did my own thing. Without this I would have been just another management graduate, specialising in the arts, waiting for someone to call me to offer a junior position.

Just do it. And no matter how far you get, never stop cherishing the friendships and the family bonds which have helped to get you there.

For a short while I let it all go to my head. I was lucky to make the right decisions and move into another challenging stage in my life. This has brought me closer to everyone once again. Through taking your own ideas on and creating something which exemplifies them, nothing will ever be difficult again. So buy a notepad and start scribbling.

Phones are becoming more and more obsolete

Using phones to call from abroad is becoming more and more unnecessary

I have been away from home now for over five years. During this time I have been in a variety of places ranging from the North of England, the South of France and now Eastern Germany. Keeping in touch with family and friends whilst I have been away has always been important to me because I hate losing touch with people. Whilst researching for internet deals recently I came across a number of telephone providers offering deals for international calls. And these ‘deals’ were not fantastic or cheap. It made me wonder why, with all the teleconferencing technology and free conference call services available over the internet do people still pay extra for international calls? Admittedly old school telephone such as the one above are more romantic and have more character. But in terms of practicality, using internet call services abroad has helped me keep in touch and save money for more travelling.