Like most people, when I call a business I’d rather not hear an engaged tone or be put on hold for ages especially with no music or announcements. It leaves me confused as to whether I’m actually still holding or have been lost in the queue and is a major cause of frustration.
Callers want to have their call answered as quickly and professionally as possible so if you have a business which receives high call volumes but lack the necessary resources to answer each call immediately; using a call queue option will ensure customers like me don’t put down the phone and move onto one of your competitors instead!
You may even be a small enterprise that can answer every call you receive but call queuing isn’t just for busy call centres, small businesses can really benefit from this option too. You could use the tool to announce some special offers you have running or just to reassure us that our call will be answered as quickly as possible and tell us where we are in the queue.
Having worked at a Telecoms company for many years, I’ve really come to understand the functionality and benefits of a call queueing option for any business. By customising options such as messages, maximum queue time, queue length and even where the call rings through to (landline or mobile) you really will keep customers, and me, happy. If you do experience high call volumes and cannot reach every caller, divert them to voicemail and have the recording emailed to you. It’s much quicker to listen to an audio file from your email and call the number back rather than dialling through to your voicemail, listening to all the messages and scribbling down names and numbers.
Giving your callers a good impression of your company is paramount to the success of your business. Us callers are familiar with the system and it has become something of the norm when calling a business; we almost expect to be automatically answered and placed in a queue to reach our intended department. The difference between an engaged tone and call queuing is remarkable and you’ll be surprised how it will increase sales and decrease call abandonment.
And because you can customise the messages that we listen to, it’s a great marketing tool too!
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