There are currently no errors
Call Queuing is a sophisticated system that allows your business to accept more calls, even if you're not capable of answering them straight away. Deal efficiently with call peaks by placing callers in to queue and project a professional image.
Perhaps you have some special offers you would like to announce or just want to reassure the caller that their call will be answered as quickly as possible and tell them where they are in the queue. Our call queue service is beneficial for large and small call centres, organisations with a VoIP phone system, as well as smaller businesses taking inbound calls.
Our software can be implemented quickly and customised to suit your specific requirements. Our hosted Call Queuing allows you to queue callers with music or promotional messages, before being transferred through to an agent; with complete control through our easy-to-use online portal.
Our call queue manager dashboard ensures monitoring and control over all incoming calls, with the ability to make changes instantly. Routing calls to new or different destinations is just a click away, meaning callers will not get an engaged tone; even if you have limited phone lines. Increased call handling will increase productivity and therefore demonstrates great ROI with our professional service.
Professional voice recording artists are on-hand to record your perfect greeting message, department options and voicemail scripts. With the latest call queue system, the recordings can also be used for promotional announcements and position prompts. Please take a moment to listen to the example recordings using the 'Play' button. For more information call our specialist team on Freephone 0800 774 7711.
If your business receives high call volumes and lacks the necessary resources to answer each call immediately, Call Queuing will ensure customers don’t put down the phone and move onto one of your competitors instead! Call Queuing isn’t just for busy call centres, small businesses can take full advantage of the service too.
When customers call your business number they want to have their call answered as quickly and professionally as possible The difference between an engaged tone and Call Queuing is remarkable as consumers are familiar with the system which has become something of the norm for business calls. They almost expect to be automatically answered and placed in a queue, and because you can customise the messages that the caller listens to, it’s a great marketing tool too!
Perhaps you have some special offers you would like to announce or just want to reassure the caller that their call will be answered as quickly as possible and tell them where they are in the queue. This is especially beneficial for call centres and customer service teams taking high volumes of calls; giving your callers a good impression of your company is paramount to the success of your business.
You can control 1-99+ callers in a queue at one time, as well as route calls to landlines, mobiles, and hunt groups for full call management. The queue manager is given the tools to configure where calls are diverted in the event of a queue duration or number of queued callers being exceeded. An example is that if the queued callers are unanswered by an agent after '6 minutes' in the queue, or the caller joins the queue in '21st position' then an audio can be played, voicemail capture or overflow diversion enabled.
There is no set maximum queue time for callers. However, you can setup your own time limit to reduce call abandonment and wait times. This can be setup with a voicemail to email solution, enabling customers to leave a message which is then converted to an .mp4 file and sent to a designated email address.
Call Queuing can be setup to match your business requirements. We do recommend having a greeting message before queuing music begins such as; “Hello, thank you for calling {Company Name}, all of our agents are busy at the moment, please hold, and we will connect your call as soon as possible.”
There are several reports available in real-time on the queue manager dashboard including number of calls, number of callers in a queue, engaged and dropped calls, and average answer time. We also offer additional features that can be added to your bespoke service requirements.
Although you are welcome to record your own greeting message, we highly recommend using our in-house team of professional voice recording artists to record your greeting, department options and voicemail scripts.
Yes. Queues can be managed from any internet-enabled device in real-time, allowing you to manage and make changes instantly whilst on the move.
Speak to the team at Telecoms World now to find out more about Call Queuing or any of our other hosted call management solutions. Don’t lose out to the engaged tone and ensure every call is answered in the most professional and efficient manner possible. Call today on 0800 774 7772.
