All customers expect great customer service when they call your business. However, if they sit on hold for an extended period, they will probably just hang up and look for service elsewhere. It is, therefore, vital that you answer your phones in a timely fashion. Unfortunately, this is sometimes easier said than done. However, with a call queue you can achieve this quite easily. Here’s how:
How Being on Hold Can be Pleasant
Customers don’t want to receive busy signals, nor do they want to stay on hold forever. They also don’t want to get transferred numerous times. With a call queue, businesses can line up calls so that agents will answer them as they become available. Rather than putting callers on hold, a call queue will intelligently route them to the correct group of agents. This is an efficient way for companies to manage incoming calls.
Call queues can also offer callers a range of information. Rather than just hold music, call queues can offer:
- Custom pre-recorded messages such as hours and location.
- Estimated hold time.
- Options to get answers to frequently asked questions.
- Options to leave voicemails.
While call queues can’t entirely replace live agent interactions, it can complement them by automating routine communications.
IVR and Call Distribution
Interactive Voice Response (IVR) is a tool in which callers can interact via voice with your phone system. Your IVR interacts with your caller to accurately get them to the person or department they need to speak with. There are three main ways to then distribute calls to agents:
- Rotating: Calls are distributed to agents depending on who is least busy.
- Sequential: Calls are routed to those who are best equipped to handle them.
- Simultaneous: Calls are routed one at a time to agents until they are answered.