So when a call is placed in a queue, the system plays a recorded message for the caller which could be like “Thank you for calling ABC Company. It is a feature of call queuing that informs callers about an approximate time for which they will have to wait before they can talk to a live agent. This also allows them to make an informed decision about whether they would like to continue in the call queue and wait for their turn to come or hang up and connect later. Not only it eliminates the uncertainty about the caller’s wait time but also gives them an estimate of how long they may need to wait for their turn to come. You are currently number 4 in the queue.” A simple example would be like this – “Thanks for calling ABC Company. Queue Position Announcement works by playing a recorded message to the callers telling them about their current position in the queue. This feature is quite helpful for call centers and customer service teams to reduce frustration among callers. Modern-day call queuing systems come with multiple features some of which are explained below: Queue Position AnnouncementĪs the term indicates, queue position announcement is a feature of call queuing that informs the callers about their current position or number in the queue as they wait to speak with a live customer service agent. The system then considers the agent to be ready to receive the next call. Now once the call is completed, the agent enters some relevant information about the call such as the nature of the query.Then the agent takes up the call and assists the caller with their concern.When the agent becomes available to take the call, the call is automatically routed to them along with the caller’s information such as name, account details, etc.Calls are distributed to agents on the basis of a predefined set of rules such as availability, longest idle time, expertise, etc.The IVR also tells the caller about the estimated wait time. Now the IVR places the call on hold and informs the caller about their position in the call queue.The caller chooses an appropriate option such as selecting the department they want to connect with. The caller is greeted by the automated IVR system which plays a welcome message and provides the caller with various options.A caller calls a call center or customer service department and gets connected with the IVR.How Does Call Queuing Work?īelow mentioned is how the Call queuing process typically works: This technology plays a crucial role in scenarios where call volumes are quite high and the number of live agents is limited. The objective of using call queuing technology is to ensure that all calls are answered and the likelihood of callers hanging up before their issue gets resolved gets reduced significantly. While callers are placed on hold, they are also informed about their position in the queue. So when a queue is formed, the callers are placed on hold and have to wait until an agent or customer representative becomes available to attend to their call. Now, at times, a business or organization receives a large number of calls simultaneously, which results in the formation of a queue. We know that customer support businesses receive calls from clients with different queries and concerns daily. How do you Improve Call Queuing Management?.
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