Put simply, a Call Queue is what puts callers on hold while they wait for a free agent. Call Queues are what permit large contact centers to deal with busy phone lines. This way, a caller isn’t dumped into voicemail. While queueing is imperative for contact centers, any business can get value from them. However, in order to make it work, you need certain features:
Perhaps the most important feature for a Call Queue is an auto attendant. Auto attendants are especially vital because they assist your employees by routing calls to the appropriate department and answering common questions. It can also work all hours of the day.
Custom Hold Music and Announcements
It’s always a good idea to give your callers something to listen to while they’re on hold. Music is a good idea, but you can also play custom announcements. Your announcements can be informative or even promotional. Announcements can also inform callers of their queue number and wait time.
Call routing is a useful feature too. You can set it up based on time of day. For example, you can have daytime staff answer calls during business hours, but after-hours calls are routed to virtual services. This is great because anyone who calls once your closed can still get answers to questions they may have.
It’s a good idea to have a do-not-disturb feature. This way, during lunch breaks or other allotted times employees can set the do-not-disturb feature. This way, they are logged out from the queue and calls will not get sent to them but rather another agent. Do-not-disturb is one way to ensure that calls don’t go unanswered.