All customers who have to wait in line want to know that they will be helped soon. For customers who have to wait on the phone, a call queue is the perfect way to let them know you will be along shortly. After all, if you are trying to provide great customer service, you don’t want your callers to get annoyed before you’ve even spoken to them.
What is a Call Queue?
A queue refers to lining up or waiting in line. Therefore, a call queue is essentially waiting in line over the phone. This is advantageous because you can serve your callers in the order in which they called. Many companies use call analytics to predict call volumes and minimize wait times. However, while call analytics are great, predictions are not always perfect. This is where call queues come in. Your callers are much more likely to wait if you let them know that they have not been forgotten.
How Does it Work?
Whenever an inbound call comes in, a call queue will automatically send it to the first available employee. If there is not one immediately available, your caller will receive a greeting and then often music. If the hold time is long, the call queue will give them the option of having the next available agent call them back.
The Benefits of Using a Call Queue
In a perfect world every incoming call would be answered immediately. However, for many high call volume businesses this is not realistic. By adding a call queue to your Business Phone System however, you can achieve the next best thing. Here are some of its’ best benefits:
- Lessen customer hold times
- Distribute calls to your team members equally
- Keep your callers engaged
- Decrease call abandonment
- Create a sense of satisfaction in your call center