What is call Queuing?
A Call Queue places incoming call in a line when the agent is busy attending other customers. The calls will be answered in the order they were received, thus allowing you to serve your customers courteously and efficiently.
Watch this video to know more about this feature.
You might have heard a recorded message like this “ Please remain on line your call will be answered in the order it was received”. That’s Virtual Call Queuing Software.
Call queuing software can have distinct business value when used in Call center to complement customer service. Virtual call queuing system are most useful when a company receives more calls than it can instantly handle. Instead of hiring new employees to handle the holiday and peak hour calls, you can efficiently handle them using the call queuing software. It helps businesses to manage a large volume of inbound calls with a limited number of employees. The best part about this feature is that you don’t have to overextend your business and your customer service level is also not affected.
After transferring a call you have three choices
- Simply hung up
- You can stay on the line until the person you have transferred the call answers then hung up
- Start a 3-way conversation
If given a choice the users would rather prefer a phone call queuing system over voicemails and busy signals. You can customize the messages for the clients and let them know that their call is important to you and that you will connect with them shortly. Call queuing software allows you to customize your agent’s call queues inbound calls from anywhere and make more intelligent decisions with detailed analytics and quality monitoring features.
You can provide soothing or energizing music while the caller is on hold to engage him in a more positive way and to reassure them that their call is not ignored. The hold music can also be replaced with marketing messages, special offers, update about new products and services, upcoming events etc.
How Call queuing system benefits the business?
Deliver your daily calling commitments like a pro with CallHippo’s super-efficient Power Dialer function.
Multiple telephony providers before placing a call. You can now safely bid adieu to all your call connectivity issues.
Global Connect helps you know the right time to call your international clients.
Each user can choose to have calls forwarded to several phones, to remain reachable even on-the-go.
The Call Transfer feature allows you to redirect a connected call from your phone number to a team member.
It’s a feature that will enable you to add a third person to your two-way call and turn it into a 3-way conference.
Receive voicemails by email in your inbox. Play them directly from your email.
Track your phone support performance. Measure the % of missed calls, call load of each teammate, etc.
On Hold Music from CallHippo is a great way to keep your callers happy and engaged while on hold or upload your own custom music.
Call Barging is when a supervisor who is silently monitoring the call decides to enter the conference bridge.
Call monitoring refers to the process of listening to a representative’s calls with the objective of improving the quality of communication and customer service.
Record every call on each of your numbers to better monitor your performance as a team.
Frequently Asked Questions
Call queueing is the practice of directing customer calls to various agent queues depending upon their problems. This helps callers line up one after another to get their problems solved by agents. This enables callers to be connected to the right agent who can assist them with their queries or problems.
Call queueing is primarily practiced in inbound call centers where customers call for various reasons. When such customers call a phone system that uses calling queues, they are usually greeted with a welcome message and are provided with multiple choices through IVR. Once they specify what they are calling for, they are directed to the appropriate call queues to hear some waiting music until agents become available.
Call queuing helps your customers know that they are important to you, and keeps them engaged until their problems are handled by your agents. Since inbound call centers receive many calls for a variety of reasons, it is vital to redirect those calls to the correct queues while keeping callers engaged and informed when they are on hold. Without call queues, brands would lose customers swiftly and customer satisfaction would be reduced drastically.
The US business phone number comes with a lot of extra features besides just making and receiving calls. The voice clarity is extremely good, and the support team is available 24/7 to help you in case of any troubles.