Businesses that receive a lot of inbound calls must have robust procedures set up to handle interactions with customers and make sure that every inquiry remains unanswered.
To put it simply, use call queuing technology.
What is a Call Queue?
A call queue is a component of the business phone system that routes incoming calls according to predetermined standards into a virtual queue, or queue and holds them until a suitable person to assist them is available. To put it simply, a call queue allows you to hold customers until agents show up to assist them.
Incoming calls can be routed into one or more virtual queues with call queuing technologies. Through the use of technology, your business may reduce the amount of time customers wait on hold while assuring that your questions are answered promptly by a qualified person.
What are the causes of long call queuing?
Common reasons why call queues are high include:
- Outdated application software
- Departments with insufficient staff
- Lack of leadership skills
- Minimal customer self-service options
- Insufficient agent deployment
- Unreachable order records, customer information, and information about previous customer experience
5 Easy Steps for Setting Up a Call Queue
Remember these recommended practices when establishing your first (or any) call queue to provide your agents and customers with the best possible service.
1. Set an Automated Welcome
When a customer dials in, they listen to the greeting first, so record a pre-recorded voicemail message. Personalize it to reflect the nature of your company, while offering the buyer a clear overview of every possibility obtainable.
2. Specify the Hours of the Contact Centre
Establishing a schedule for your call queue’s operations is also advisable. Additionally, When your agents are not in the working environment, you may route clients to a voicemail box.
3. Employ IVR (Interactive Voice Response)
The automated menu known as interactive voice response, or IVR, lets customers submit personal information to ensure that their call is routed to the relevant person.
4. Classify Agents into Department & Skill Groups
Sort your agents into groups according to their areas of expertise to ensure that you’re delivering customers to the appropriate people. To prevent customers from getting transferred a second time, develop common categories like troubleshooting or billing departments.
5. Get a Callback to Customers
When it’s their turn to have a conversation, your call queue may call them back after collecting their number, saving them from having to wait in the queue.
Receiving a callback was regarded by considerably more than 20% of customers as the most essential part of an excellent customer service interaction.
Conclusion
Upgrade to the ideal business communication software i.e. outbound marketing and halt depending on outdated technologies that don’t satisfy your customers’ expectations if you want to rapidly boost your call queue management strategy.
Queue management services that accelerate resolution and streamline call queues are offered by call center platforms. These capabilities include automatic callbacks, remote call forwarding, and CRM integration.