If you use a contact center, you should know that if a caller is made to wait too long, they will simply hang up. However, there are ways to ensure that callers will wait patiently. A call queue is one of the best ways to make sure that your callers will wait for an available agent. Here’s how:
What is a Call Queue?
A call queue is an important aspect of a contact center because it brings uniformity to the call inflow management. Its main goal is to reduce hold times and thereby boost customer satisfaction. If you combine a call queue with an auto attendant, your auto attendant can field inbound calls and place them in a call queue based upon pre-set conditions. Based upon these inputs, you use automatic call routing to route calls to the appropriate department.
How do Call Center Queues Work?
Contact center queues are typically based upon ‘first in, first out’ or FIFO. No matter how efficient your team is, there will always come a time when all of your agents are busy on calls. What happens to incoming calls then? You don’t want them to simply receive a busy signal. While callers are in the queue, you can choose for example for them to hear a welcome message informing them how long the wait is.
Another call routing option is for callers to choose automated solutions to the queries. Oftentimes, customers can handle their query without speaking to someone. For example, maybe they only want to pay their bill or hear your hours. Callers like these can take care of their question without taking up agent time.
By taking these steps, you can use call queues to not only get your clients to your employees quicker, but you can also increase the likelihood of fixing their issue the first time.