What is Call Queuing and Why should Businesses Use it?

For the thorough management of inbound calls, call queuing is a vital feature. Functional via call queuing software, it mainly places incoming phone calls on hold. Afterward, the software transfers them to specific departments for the resolution of callers’ queries or concerns. Note that such a feature is apt for businesses. Whether they operate 24/7 or during standard hours, they can commonly receive queries from prospects or existing customers. Especially when these concerns are in bulk, it is less challenging to manage them with a proper call queuing system in place.

What is Call Queuing?

Call queuing is a feature of business telephony. It comes into use for the management of incoming phone calls from customers or leads. The feature places them in a queue or on hold. Afterward, it helps distribute them to business agents or company users. It is vital to know that the feature works through call queue software. 

4 Main Types of Call Queuing

The process of queuing calls relies on different approaches. Hence, there are various kinds of call queues. Businesses can pick the best one as per their needs. In accordance with the same, they can direct customers’ calls to their agents/users for handling their queries or concerns. 

Circular Call Queues

To evenly transfer calls among business agents, circular call queuing is preferable. It makes use of a cyclical manner to put callers on hold. Thus, it results in the fair distribution of queries. Moreover, this type of queuing limits any load from falling on a particular user. 

Linear Call Queues

A linear call queue is an approach that works on the basis of “first come, first served”. It is apt for a company that requires dealing with straightforward queries by customers. Thus, managing inquiries on priority is not involved. 

Skill-Based Call Queuing

One of the types of call queuing involves directing queries to business agents in sync with their skills. Keep in mind that they can possess varying skills relevant to handling concerns or questions. As per the intent of the call, this approach prefers an ideal agent to resolve the same. 

Priority-Based Call Queuing

For certain businesses, placing phone calls on hold requires prioritization. Priority-based call queuing is a vital type that works on the basis of a predetermined criterion. It can include the kinds of queries by callers, customer value, and others. 

• Thus, depending on a well-defined criterion, this approach transfers calls to company experts.

• Ideally, it prioritizes high-value callers or those with urgent requests. 

• This approach may additionally give priority to others experiencing technical or other such issues while using a company's products/services.

What is Call Queue Software?

Phone call queuing software is a system that functions to prioritize incoming calls. Similar to call routing software, it automates the process of placing calls in queues. For the same, the software has features like ACD and IVR. 

• Automatic Call Distributor helps it receive a call and detect who is dialling it. 

• Then the Interactive Voice Response system collects data. 

• Eventually, as per this data, each call is transferred to a business agent. 

Why should Businesses Use Call Queuing?

Businesses should use call queuing mainly for placing customers or callers on hold while directing their concerns to right departments or agents. Particularly when companies receive queries in bulk, it is beneficial to invest in the solution. 

For Call Distribution among Agents

A company can often invite doubts or inquiries from customers. When receiving them in bulk, it is only vital to distribute these and, therefore, consider queuing phone calls. With call queuing software, a proper division of queries becomes possible. The sooner they are distributed, the faster they result in converting leads to customers. 

To Cut Wait Time for Callers

Through systems for call queuing, a company can reduce wait times for customers, indicating one of the top reasons for a business to use it. It is to note that long waiting times can affect the experiences of callers. Hence, reducing them is the key to delivering positive customer experiences. 

• By placing calls in queues, businesses can minimize long wait times for potential customers.

• They can further transfer phone calls to appropriate agents or departments.

• Thus, callers will be managed sooner and resolutions will be offered faster.

For Better Resolution of Callers' Concerns

Companies should prefer using call queuing software to effectively resolve the concerns of callers. The software importantly helps in simplifying the process of connecting leads with the right agents. As they get matched, prospects' queries are thoroughly resolved while agents' abilities are adequately used.

Accessing Crucial Call Metrics

It is advantageous to leverage a system to queue calls for accessing different metrics. These are important measures through which a business can obtain relevant insights. These insights about business agents and customers help improve communication. Eventually, it results in benefits such as better conversion of leads, finer performance of agents, etc.

Some of the best metrics are:

• Peak calling hours

• Wait time for customers on average

• Productivity levels of agents

• Most required departments

Which Types of Businesses can Benefit from Call Queuing?

Call queuing can benefit businesses that frequently handle high call volumes. Contact centres, for instance, can adopt this system to manage traffic from inbound phone calls. By handling the same, callers can be timely attended to. This increases the possibilities of converting prospects or providing greater satisfaction to existing customers.

Besides, a call queue can serve an array of advantages for other business types.

Service Centers

Solutions like call queuing are apt for customer service centers to respond to callers in bulk. This specific solution comes into use for prioritizing callers with varying needs. They may face issues while using certain services, want to purchase new products, or have other concerns regarding these. Accordingly, the feature gives priority to each caller and facilitates problem-solving.

Service-Based Businesses

Some businesses or companies center around providing products or services to customers. They can primarily benefit through call queuing systems. Insurance, transportation, hospitality, pharmaceuticals, electronics, and other services can invite queries or concerns from customers. As their calls are queued, their queries can be directed to the appropriate departments for proper redressal.

24-Hour Operational Companies

Companies or ventures that serve customers or callers 24 hours a day can opt for queuing calls. To tend to their requirements at all times, this solution is of utmost use. It is more advantageous for organizations associated with a global customer base. 

In a Nutshell

Call queuing is a significant solution for businesses. Irrespective of their opening hours, the industries they operate in, the location of their customers, etc., a call queue helps manage inbound calls and direct callers to relevant departments. Thus, it is of use in handling certain core processes to boost agents’ productivity and customer satisfaction.