Businesses can customize the greeting to be consistent with branding. If no one is immediately available to help, the call gets answered with an automated greeting.A client (or prospective client) calls your business.From a logistical standpoint, call queues work something like this: This includes custom greetings, hold music, and even estimated wait times.Īs the name suggests, a call queue places callers in line or “queue” until an agent or other company representative can assist them. In addition to giving callers the option to speak with a representative, many call queue platforms include features designed to elevate the client experience. Today, businesses of all sizes utilize call queues to help them manage call volume and ensure that few, if any calls, get relegated to a dusty voicemail box.
You’ve probably experienced call queues as a user if you’ve ever reached a call center and been asked to wait for the next available representative.
What is a Call Queue?Ī call queue (pronounced kyōo) is a type of system that routes incoming calls by placing callers “in line” so that their inquiries can be addressed in a specific order.
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In this guide, we’ll answer your most burning questions about call queues and give you some great examples of how to put them into use. Implementing a call queue is an effective way to ensure that your customers and patients avoid the dreaded voicemail box. Instead, they’re likely to phone a competitor or associate your business with a bad taste in their mouths. What’s worse is that most of them won’t bother calling you back at a later time, either. In today’s “on-demand” world, it’s estimated that a whopping 75% of callers ² won’t leave a voicemail. When the phone rings at your business, that’s usually a great indicator that your product or service is in demand and your customers are trying to reach you.īut what happens if there’s no one there to pick up the phone or your employees are all tied up on other calls? According to a recent survey ¹ of 10,000 businesses, 22% of calls go unanswered.
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