The short a call queue is, the better it is for a business. A poorly optimized call queue results in a long hold time. Keeping customers on hold for a long time can badly affect an agent’s productivity and create a bad customer experience. So, how to decrease call queuing timing? With the help of advanced call center software, businesses can enhance their approach to call queue management. By managing queues in a better manner, businesses can keep themselves ahead of their competitors. About 60% of customers say that waiting for a long time to get the necessary help is the key cause of bad customer experience. Customers with bad experiences are more likely to move towards another brand. Therefore, to retain existing customers and attract new ones, businesses must keep call hold time as short as possible.
What is a call queue, and how does it work?
A call queue is an important feature of a business phone system that allows businesses to direct their inbound callers into a queue, also known as a virtual line. It keeps callers on hold until an agent becomes available to assist the customers. This queue is managed based on predetermined criteria. If managed correctly using the right queue management strategy, the call queue feature can lead to a less annoying experience for both customers as well as agents.
The main motive behind creating call queuing is to reduce hold times, call transfers, and the number of phone calls. Call queues usually work by assessing caller IVR (Interactive Voice Response) feature, following predetermined call routing rules, and delivering essential information. At the same time, customers wait on hold for an agent.
In simple words, a call queue works in the following manner:
- The PBX system receives an inbound call
- The caller is directed towards a call queue
- The caller listens to the call hold music or a pre-recorded message while waiting for the next available agent.
- When an agent becomes available, the call is routed to their extension er at the top of the queue. While waiting for the next available agent, the
It is important to note that the call queue feature does not prevent a customer’s likelihood of waiting on hold. However, if optimized properly, it can greatly reduce the percentage of inbound callers that need to wait on hold. This can be achieved by using other key features such as ring groups, automated callbacks, shared voice mailboxes, and other advanced business tools.
Benefits of call queue management
For effective and productive results, proper call queue management is the first and foremost requirement. The process consists of various key steps that allow businesses to enhance their call flow, reduce wait time, and improve their existing call queue management approach. It also helps monitor and analyze overall and departmental call queues to ascertain the most efficient ways to optimize them. Below are some of the key benefits, or we can say why calling queuing is important. Have a look:
- Reduces customer wait times: It is important to note that about two-thirds of customers will be ready to wait on hold for a maximum of 2 minutes. Businesses can focus on reducing wait times with the help of a proper queue management strategy. Optimizing call queues can greatly reduce the Average Call Handling Time (AHT), allowing agents to enhance productivity by providing better customer service. This ultimately leads to increased revenue and enhanced customer satisfaction rates. More than 60% of customers say that they get frustrated with a company if they wait for a long time on call. Thus, by reducing the call wait times with the help of queue management, businesses can show their customers that they are more valuable to them.
- Enhances first call resolution rates: First call resolution rates or FCR is the rate at which customers’ issues are solved during the first call itself with agents. To increase the first call resolution rate, businesses can follow a proper queue management strategy that connects callers directly to the most appropriate agent (qualified and knowledgeable enough in handling a particular type of customer’s queries). If you are wondering why FCR matters a lot? Well, it is due to the reason that increased FCR rate helps in improving customer experience and loyalty towards a brand. More and more customers would like to stay with a brand if their issues get resolved on the first contact itself. An increased FCR rate also helps businesses in reducing their operational costs while increasing overall CSAT rates.
- Better employee productivity: A well-established call queue strategy helps enhance customer experience and retention rate and helps increase employee satisfaction and reduce turnover rate. A properly optimized call queue process prevents agents from the situation where they constantly require dealing with frustrated and angry customers. This usually happens when the customers get connected to an agent who doesn’t have the right skills and knowledge to handle a specific issue. When following the correct queue management strategy, customers can be directed to the most appropriate agents. The latter can provide more detailed information, personalized sales pitches, and the best possible customer experience. All this helps. At the same time, it boosts agents’ confidence and results in better productivity, higher employee satisfaction, and decreased employee turnover rate.
Employing advanced call center software with a call queuing feature can greatly benefit a business in effectively managing its customers and employees. It helps in delivering a better customer experience and helps enhance the overall profits and revenue of a business.