Call Queuing

Call Queuing

What is Call Queuing and Why Does It Matter

Let’s be honest: no one enjoys standing in line. We all expect quick and easy service, whether we’re having a coffee, a car wash, or checking into a hotel, so we can get on with our day.

When people phone your contact center, the same rule applies.

And if you believe that people are reaching you through your digital platforms rather of calling you, think again. In our 2018 Customer Experience (CX) Transformation Benchmark survey, 66 percent of the 2,400 customers asked said that, despite all of the various channels available to them, their preferred method of connecting with a firm is still a phone call with a live person. To ensure that you are giving the service that your consumers want, you must successfully manage your phone queue.

What exactly is a call queue?

When your consumers phone your contact center and all of your agents are busy, they “line up” in a call queue to be transferred to the next available agent who has the necessary abilities to handle the call. Your goal should be to respond to these calls as fast and efficiently as feasible. Customers grow irritated if the process takes too long. At best, they may hang up and call back later, or they will try an other channel. At worst, they ditch your firm entirely, move their business elsewhere, and complain about their bad experience on social media.

So, what can you do to ensure that your call queues don’t jeopardize your company’s revenue and reputation?

Here are five recommendations:

Provide callback alternatives that allow your clients to disconnect while maintaining their position in the queue. You may make certain that your consumer receives a callback when their contact reaches an agent or at a time specified by them. The customer is pleased since they retain their position in the call queue but are free to do other things. And you’re pleased since that consumer is no longer using a pricey toll-free number, allowing you to better distribute your agents.


Use Advanced Routing to connect your clients to live agents more quickly or to provide alternate channels. Calls can be routed based on geography, real-time call center KPIs like current service level, and other factors.


Data-directed routing improves routing decisions by using information such as customer tier, customer lifetime value (CLV), or other customer-specific data.


Analytics-based routing examines interaction content to assess language, sentiment, or topic, and then directs clients to the most relevant agent.


Behavioral routing matches callers with agents based on the communication style of the consumer, resulting in a better customer experience as well as greater agent productivity and satisfaction.


Invest in self-service capabilities so that clients may receive answers without the assistance of a live human. IVR or digital channels are especially useful for managing routine, less urgent questions such as account balances, order status, and operating hours. Take the time to carefully prepare and test your IVR processes to ensure customers embrace and utilize your self-service alternatives. This will allow you to provide the best customer experience possible.

Use the Call Recording feature to uncover other self-service solutions that could help you divert even more calls away from costly live agents.


Implement a Workforce Management system to assist you meet your service level goals by dynamically assigning more agents to relieve temporary call queue backlogs. You’ll also be able to make more precise estimates and optimize your staffing strategies.


Allow agents to obtain client data before answering a call. While a client waits in line, you may collect all of your customer data—from your CRM, support, and other systems, as well as directly from the consumer. When the agent answers the phone, you may provide them with a comprehensive perspective of the consumer, allowing them to tailor the encounter, handle issues more quickly, and improve the overall customer experience.


Your call queues at your contact center are crucial to your customer experience strategy. Ensure that you are deploying solutions that will allow you to optimize your agent resources and strengthen your client interactions. Learn how Omnichannel Routing solutions may help your firm improve call queues, allowing you to provide a better customer experience while also lowering expenses and protecting your customer base.

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