What Is Call Queueing?
Call queueing is a telephone system feature that enables businesses to manage high call volumes in an efficient manner. When all of the lines in a call center are busy, calls are placed into a holding pattern and customers wait in the queue until the next available agent can assist them.
What Are the Benefits of Call Queueing?
There are many benefits to placing incoming customer calls in a queue when all of the lines are busy. The biggest benefit is that the customer will not be turned away when all lines are busy, meaning their customer service satisfaction will remain unaffected despite having to wait in a queue for a few minutes.
On the flip side, call queues allow businesses to manage large volumes of incoming calls much more effectively without putting on extra pressure on their customer service agents.
How Does Call Queueing Work?
Call queueing systems work by holding incoming calls in a virtual waiting room until an agent is available to take the call. The caller’s position in the queue is based on the time they called and the system will give them an estimated hold time so they know how long they will be waiting.
While customers are waiting in the queue, they can choose to hold or leave a message. If they choose to hold, they will hear on-hold music or marketing messages until an agent is available.
Is Call Queueing Hard to Set Up?
No, call queueing is not hard to set up. In fact, most business phone systems come with this feature built-in. However, if your phone system does not have call queueing, there are many third-party apps that can provide this functionality.