ACD Course
This course equips you to excel in ACD setup for better call centre results: slashing wait times, lifting SLA, and curbing abandonment. Dive into smart routing, IVR building, skills-matched staffing, and analytics to sharpen agent output, delight customers, and streamline operations effectively.

from 4 to 360h flexible workload
valid certificate in your country
What will I learn?
Gain hands-on skills in ACD to create intelligent routing, efficient IVR systems, and data-driven prioritisation for VIPs and key customers. Master setup patterns, live monitoring, and reports that enhance service levels, shorten queues, cut drop-offs, even out agent loads, safeguard staff welfare, and maintain top performance and customer satisfaction.
Elevify advantages
Develop skills
- Master ACD routing: craft clever flows to slash waits and lift SLA swiftly.
- Optimise workforce: even out loads, curb fatigue, nail occupancy goals.
- Build IVR and use caller data: design menus and paths to minimise wrong routes.
- Design skills: align roles, tiers, expertise for precise call distribution.
- Boost performance: analyse dashboards, trial tweaks, fine-tune queues every day.
Suggested summary
Before starting, you can change the chapters and 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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