ACD Course
Gain expertise in ACD setup to elevate call centre service levels, minimise wait times, and lower call abandonment rates. Explore routing methods, IVR creation, skills-oriented staffing, and analytics tools that boost agent efficiency, enhance customer interactions, and streamline operations for better results.

flexible workload of 4 to 360h
valid certificate in your country
What will I learn?
This ACD Course equips you with hands-on skills to create intelligent routing systems, develop effective IVR flows, and leverage caller information for prioritising VIPs and important customer groups. You will master practical setup methods, live monitoring tools, and reporting approaches that enhance service levels, shorten waiting periods, decrease call drops, distribute workloads evenly, safeguard agent health, and maintain top-notch performance alongside excellent customer satisfaction.
Elevify advantages
Develop skills
- Master ACD routing: create intelligent flows to reduce wait times and improve service levels quickly.
- Optimise workforce: manage workloads evenly, prevent agent fatigue, and achieve occupancy goals.
- Design IVR and use caller data: develop menus and smart paths to minimise routing errors.
- Build skills framework: assign roles, expertise levels, and abilities for precise call distribution.
- Enhance performance: analyse dashboards, test adjustments, and optimise queues regularly.
Suggested summary
Before starting, you can change the chapters and the workload. Choose which chapter to start with. Add or remove chapters. Increase or decrease the course workload.What our students say
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