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 Do Call Queues Work?
Call queues help contact centers manage large call volumes by putting calls in virtual queues using call queueing software. When a large number of calls are simultaneously placed to a single phone number or calling line, multiple agents assigned to different agents receive such calls. So, if a contact center has 50 agents, they can attend to a maximum of 50 calls simultaneously. But what happens when the number of calls is more than the number of agents assigned? This leads to “call drops”.
Call drops are a significant hindrance to an organization’s growth because they often lead to customers and prospects leaving for its competitors. They increase customer dissatisfaction levels and lead to poor brand loyalty. Call queueing prevents call drops by putting calls in one after the other so that they could be answered as the next agent gets free. Callers are informed that they are in line and that their call would be attended shortly. Callers can also be informed if high call volumes are causing more delays and the approximate duration that they need to hold the line.
Call queues are highly beneficial for organizations because they improve user satisfaction and improve sales. Additionally, they help contact centers make the most of their existing resources (agents). Without call queueing, call centers would need to hire additional agents during holidays, weekends, or outages, when high call volumes typically take place. Call queues place callers in an ordered ‘queue’ or line until your next available agent can assist them. This way, all your callers are attended to, and that too with your existing number of agents.
Waiting on long calls queues often make customers irritated and disinterested, and many get off calls swiftly if the hold-time is more than a couple of minutes. This is why leading call center solutions provide the option to put customized scripts for customers on hold. This boosts call engagement, prevents customers from abandoning the call queues, and simultaneously helps organizations inform and advertise their products or services.
Call queues are also a great way to segregate calls. Coupled with an IVR system, they can help customers get directed to the right queues for quick resolutions. IVR or Interactive Voice Response helps customers navigate to the right calling queue by entering their responses via voice or dial pads. Callers are sent to various queues based on the problems, language preferences, or queries based on their responses. This significantly reduces the length of each call queue, along with waiting times, and helps callers reach faster to a live agent.
What Are The Causes Of Long Calling Queues?
Long call queues can be caused due to the following reasons:
1. Understaffing/Poor Training Of Agents
If you do not have enough agents required to answer calls (based on your average call volume), chances are that your existing agents would be burdened with a huge number of calls. Also, high call volumes are likely to occur if your agents are not skilled/trained enough to answer calls efficiently.
2. Long Call Resolution Times
Training agents to wrap up calls and move to the next one swiftly can increase your callers’ hold times. If agents are trained to handle long call queues with accuracy, speed, and empathy, it can drastically reduce resolution times.
Downtimes or outages can be used for various reasons ranging from bad weather to technical glitches. This is when a large number of calls are made simultaneously to contact centers. Typically, call centers inform callers via custom scripts that they are experiencing a server issue or downtime while they are on hold or advise their agents to do so.
Holidays are the time when most customers/prospects are free. Hence they use this time to get their issues/queries resolved. Firms also use holiday seasons to boost sales and provide attractive offers. This can make a lot of individuals dial for a particular contact center, skyrocketing call volumes momentarily.
5. Outdated Technology
If your call queuing system is outdated, you are likely to face high call volumes. Advanced call handling solutions overcome this problem by using advanced call routing strategies. Such solutions can also help you set restrictions for maximum waiting time per caller or fix the maximum number of calls that could be placed on a queue. An updated IVR system also lets you inform callers about high call volumes and arrange callbacks to those waiting in queues.
How Call Queuing System Benefits The Business?
- It reduces the frequency of missed calls and voicemail.
- Reduces the negative effect of busy signal which improves customer experience.
- Manages a large volume of call with limited staff.
- A good platform to support marketing campaigns with phone queue messaging.
- Creates an engaging and professional experience for the callers.
More Features Of Call Queuing System
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.
How Do You Improve Call Queueing Management?
There are several ways to improve call queue management, which are described below:
- Proper Staffing & Training
- Arranging Callbacks/Asking callers to call back later
- Improve agent visibility towards queue metrics
- Including updates/messages in your IVR
- Including more self-service options
- Setting maximum queue sizes/wait-time restrictions
- Using advanced call routing strategies
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.