What Is a phone queue and how can it benefit your business?

Despite the growing number of communication channels available today, such as email, social media messaging and online chat, studies show that 60% of consumers still prefer phone communication. To keep up with this demand, it’s vital for businesses of all sizes to have efficient phone systems that include a phone queue feature. This technology can streamline the incoming call process and significantly improve the customer experience.

What is a call queue?

The term queuing is used in many industries, but the queuing meaning in call center environments refers to the placement of incoming calls into a queue when all available agents are busy. These queued calls are then transferred to the next available agent based on the order they called or some other set criteria.

The process of queuing allows customers to wait on hold for the next available agent rather than get a busy signal or voicemail. This, in turn, enables businesses to serve as many customers as possible.

Benefits of phone queue services

There are numerous benefits to using a call queuing service, including:

  • Reduce call abandonment rates
  • Increase productivity and agent performance
  • Handle a higher volume of calls
  • Reduce costs by using fewer agents
  • Improve the overall customer experience

Negative impact of long queuing

The one downside to call queuing is that it can lead to long wait times for the customer if not managed properly. Factors such as outdated technology, long call-handle times and not enough agents on duty can lead to a large backlog of customers waiting in the queue for the next agent.

Fortunately, you can avoid these issues by implementing proper call queue management practices.

Call Queue management best practices

When using the phone queue feature, it’s important to simultaneously implement a series of best practices to maximize its benefits.

1. Utilize interactive voice response

Interactive Voice Response (IVR) technology allows callers to access some basic information without ever speaking to an agent. For example, customers can obtain data about business hours, account balances and other frequently requested information by simply following menu options.

2. Provide a callback option

The callback option allows callers to hang up with the promise that the next available agent will call them back. This option enables the customer to continue with their day without losing their spot in the queue.

3. Forecast with workforce management technology

Long queue lines are often caused by staffing issues. Innovative workforce management technology can help to avoid this issue by accurately forecasting peak times, allowing you to schedule more agents during high-demand times.

4. Develop proper call routing protocols

Advanced routing protocols can greatly reduce queue times by redirecting incoming calls based on a variety of factors, such as customer value, service needs, language and geography. The most important thing is to understand your customers so you can direct their calls to the right agent.

5. Integrate With CRM System

You can improve the customer experience while reducing call handle times by integrating your phone system with a CRM platform. This integration gives agents instant access to the customer’s crucial data, including purchase history, and allows them to handle issues more efficiently.

Learn more about phone queue features and how they can improve your company’s incoming call process and the customer experience by contacting 8x8 today.