Call Queue Management

Call queues are central to the effectiveness of call centers and customer service. Call centers use a variety of methods, tools, and practices to lower the average time that a caller spends in the call queue. The goal is to have the lowest average call queue time possible, which will result in more effective service and happier customers.

Call Queue Management

Upgrade Your Business

Call Queue Management makes sure that all incoming calls are entertained well in time. And the operators are well aware of the number of calls in the queue. So, they can accordingly plan his conversation to serve the customers quickly. Also, to a call to certain extension can be moved to other available extension without much of efforts.

It is imperative that call center queues be consistently monitored and actions be taken to reduce queue wait time in order to decrease customer frustration and call abandonment. Every call center interaction is an opportunity to convey a message to your customer about your company. Effective call center interactions will communicate to the customer that your company is dedicated to assessing their needs and resolving their issue. It can result in the identification of new sales opportunities, increase loyalty and promote positive brand awareness.

Call Queue Management holds great strength for business productivity. It maintains all incoming calls on an extension in a queue that is instantly displayed to the operators on their softphone.

Call queuing is a concept used in inbound call centers. When calling a phone system that uses call queues, callers usually hear a welcome message and an IVR menu and are then sent into a call queue, where they hear waiting music and position announcements until an agent becomes available. The normal distribution approach in call queues is first in, first out. Call centers use an Automatic Call Distributor (ACD) to distribute incoming calls to specific resources (agents) in the center. ACDs hold queued calls until agents become available.

Call queues make it easier for callers to access telephony services, while the call center and service staff is relieved due to ACD Queues.

With some amazing features, such as- virtual receptionist, Advanced ACD, etc., the callers will be able to reach the required destination very quickly. It presents a perfect image of your business that you care for your customers. The quick assistance and connectivity makes sure that the customer gets the assistance in the quickest time and hence, kills all possibilities for customer think about your competitors. Call Queue Management works further to support the customers and operators at the same time.

The quick reach to the operators can sometimes be a tough ask on the operators. They might be burdened with the call flow. To save the customers and operator both, our Nextrings can be customized to announce:

  • The waiting number in the queue for the caller
  • Music/ business tone
  • Promotional offer
  • Request for patience

Situations that Result in Call Backlog or Call Queues

Long Call-Handle Times – The reason sometimes for call backlogs is long handle times, which means that each call is taking longer than expected. Long calls may be a sign of the agent not listening to the problem, interrupting the caller or being unable to take control of the call.

Understaffing – Lengthy call center queues are related to suboptimal staffing. The obvious reason would be that your call center is understaffed. There just aren’t enough agents to field calls.

Outdated Technology – Outdated or non-customer-centric call center software affects call center agent efficiency. Advanced call center software features enable agents to reduce call time by displaying comprehensive customer information before agents answer the call. Also, call disposition codes and notes and automatic synchronization with integrated CRMs, helpdesks and other business tools reduce after call work.

The biggest problem is that a lot of contact centers are using outdated software, not capable of predicting wait times on an average. As a result, the customer is in the dark about the length for which he/she would have to hold onto the receiver.

Sometimes the ACD or predictive dialer takes much time to match the skills of the agents required to handle your call with those available. To ensure that the match is as close to perfect as possible, it matches your profile and your problem with the profile of the agents. That takes some time.

It keeps the customer engaged with the call and thus, the chances of hanging up are reduced greatly. Even if a caller disconnects the call before being received by the operator, the number will be listed to missed calls. So, they can be contacted back. Get all that and a lot more for your business- only with Nextrings.


To receive our newsletter please complete the form below. We take your privacy seriously and we will not share your information with others. You can unsubscribe at any time.