![]() So you abandon your mission and head over to another restaurant, but it’s also full. Have you ever been to a really busy restaurant, and there are no tables available, and the waiter said, ‘Well, you can grab a drink at the bar if you like, and we’ll call you whenever a table becomes available’? And you look around, and you have no idea if the other people have even ordered yet, let alone if anyone will be leaving anytime soon. Perhaps we have just become accustomed to having our queries answered very quickly with the advent of search engines, but that’s the world we live in! The bar for customer satisfaction has been raised with the digital revolution. It’s also often faster than searching for the answer to your query on the FAQ page of many websites. ![]() With call queuing, call forwarding is efficiently directed to the right person within the timeframe stated. This is because it’s a much more efficient system than waiting for an undefined amount of time, only to be sent around a series of agents who can’t handle your query. While we joke about infinitely long waiting times, call queues and queue callback systems actually reduce the amount of time customers need to wait in order to speak to an agent. It’s also obviously a huge benefit to the agents who want to avoid getting burned out first thing on a Monday morning. This is beneficial to the customer because they don’t get an overtired, run-down agent struggling to make heads or tails of their fortieth call that morning. This ensures that it isn’t always the same couple of people dealing with the lion’s share of work. The first benefit of call queuing is that agents get a fair distribution of work sent their way. Allocate calls fairly to all available agents There are actually quite a few benefits that most of us probably don’t think about when we hear a prerecorded message instead of a live, real-time human (and take an embarrassingly long time to realise this fact). So as you can probably guess, call queues were not invented to introduce people of all ages to classic rock anthems, nor were they invented to make anyone jump through endless hoops or question their sanity. ![]() So, instead of being directed to someone with only general knowledge of the company and/or product, you will get directed to someone with relevant knowledge and information who can help you most efficiently. Call routingĬall routing is the process by which your call is transferred to the appropriate agent, rather than simply the next available agent. All the other callers humming along to the same beloved, but by now, hellish Bonnie Tyler tune also get distributed to various agents as they become available. Then, once an agent does become available (assuming you don’t hang up/are still in the land of the living), your call is distributed to said available agent. Your call is very impozrtant to us, and our next available agent will get to you as soon as possible – sometime after they’ve been born.’ You are currently in place number 17,393, and your estimated wait time is one light year, 23 push-ups, and seven milkshakes. We are experiencing an unprecedentedly high volume of calls at the moment, so we have placed your call in a queue. ‘Hello, and thank you for calling our customer support team. First comes the automated greeting, then incoming calls are distributed across different agents, and sometimes inbound calls are routed to particular agents depending on the nature and reason for your call. There are typically a few basic steps that are followed with call queues. IVRs or auto attendants are now a fairly standard part of most automated phone systems. Your request is then categorised, and then, hopefully, you’re not just redirected to their website (isn’t that just the worst?). Unlike with voicemail systems, there are usually a series of automated IVR (Interactive Voice Response) questions you have to answer out loud or by keying in different numbers. ![]() It’s when you call up a company, usually to speak to a customer service rep, and get put automatically in a queue, waiting to speak to someone who can handle your request. What is a call queue?Īs you may have gathered, a call queue is a function in a business phone system that funnels inbound calls. Let’s take a look at everything you should know about call queues. Why do they have this call system? Is it really effective? Is it going to cut me off? We might think that our call was the first of the day, so what gives? While we wait for someone to become available, the mind wanders. We’ve all experienced it: we try to get through to our car insurance contact centre only to get stuck listening to a harp rendition of ‘Total Eclipse of the Heart’ hold music. Everything you need to know about call queues
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