What is Call Queue Management?

With a good Call Queue Management you will ensure customers satisfaction by reducing wait time for incoming calls, but also a fair workload distribution for your team.

How do call queues work? Call Queue management can be customized for each Group in your Account. Once set, incoming calls from the specific customer will be queued if all your team members assigned to that Group are busy. The caller will be immediately connected with the first staff member who becomes available.

At one point or another, customers will end up placed on hold. People in industry are trying to maintain an average under 2 minutes for waiting time, as a large percentage of customers abandon the calls after that. With that on mind, call wait time can serve as a great KPI to setup standards in your company. It can help you understand how agents are performing or spot areas where overall wait time is higher than expected.

Very easy to setup. Call Queue can be activated for an existing Group with one click and then it can be customized by uploading your own on-hold music or greetings.

The biggest improvements that will impact your sales:

• With our call queue management, response time will be reduced.
• Certain customers can have their requests prioritized.
• Guarantee that important requests end up being solved by the best employees.

Why would you want to offer an optimal call queue experience?

How important is this part of the services you provide?

Your client’s problem must be resolved as soon as possible. Your goal is for this resolution rate to be 100% and as fast as possible. Problems arise when problems gather and there are already many customers waiting.

This is where call queue management services come in. The answers are faster, more efficient, and the information is transmitted more correctly in a more professional way.