How can you use a call queue in your contact center? When an agent becomes available to take the call, they can be immediately connected to the caller through the call queue system. ![]() Callback: if the on-hold waiting time is too long or the calling queue is currently full, you can suggest that your customers leave the line but still keep their place in the queue.Call distribution and routing rules:with this, you can decide what method should be used for routing calls – to the least busy agent, someone with matching skills, or all to one agent in a certain group.Greetings and music:to make your callers’ on-hold times a bit more pleasant, you can upload recorded greetings, personalized messages, or music files that will be played while waiting for agents.Business hours rules: here, you can specify how calls should be handled when your contact center is open, but also how they should be dealt with during holidays, weekends, and out-of-hours.What else can you use a call queue system for? In the case that the hold time is especially long, the attendant can also ask a caller whether they wish to continue waiting in line or if they would prefer to leave their contact number for an agent to contact them later.ĭuring the time a caller stays on the line, you can also use pre-recorded messages to provide them with a personalized offer or to ask them to prepare any information that will be required for the case (like order number or customer ID). It can also help assist callers during the time they stay on hold. Through pre-recorded messages, an attendant can greet callers and inform them how many people are waiting in the queue or what the current hold time is. The main role of a call queue system is to route all incoming calls to the most suitable agent for the caller’s question. That both minimizes the risk of having to transfer calls (and we all know how much customers hate having to repeat their questions to several agents) and also helps callers get their problems solved faster.īut that’s not all a call queuing system can do. With a call queue attendant’s help, though, there’s no need for guesswork – they can give callers exactly the necessary information at that moment. And since callers don’t usually have enough information to find out which option would be the fastest, they mostly rely on making guesses. Waiting on hold might take several minutes waiting for an agent to answer, but hanging up the call means losing their current place and having to phone back another time. In this situation, from the caller’s perspective, they have only two choices: either wait until someone answers the call or hang up and try again later.īoth options come with a risk, though. So the waiting time might be only a minute or two, but it could be an hour. In virtual queues, clients can’t see the other callers or staff – there might be only 1 person waiting, or there may be 20, and the same goes for agents. The difference is that when standing in a physical line, customers can see how many people are ahead of them, and how many employees are working and can estimate the time they will have to keep waiting until their turn. ![]() When there are more callers than you can handle at a given moment, they get automatically lined up waiting so that you can serve them in the order they called – almost identically to a typical physical queue. Sounds useful? So let’s talk a bit today about what a call queue system is and how it can be of help to both your customers’ and agents. Wouldn’t it be much more helpful if callers could find out straight away how much time it should take for them to reach an agent? And in case the waiting time is long, to leave the call without losing their place in the queue? It would – and that’s exactly why call queue features were invented. It’s even worse, considering that, unlike a checkout or takeaway queue, there’s often no way of knowing how many callers are in line before you (unless stated) or how many agents are currently working. For the majority of us, doing that means we can expect either a long time waiting on hold or having to call multiple times just to get through. Having to wait on hold is one of the main reasons why customers dislike calling support lines.
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