Call Queueing – How Can It Improve Your Customer Communication?

When you call the customer service of your favorite company, you first wait patiently to connect with a consultant. But what happens if, instead of a proper voice announcement, you suddenly hear a busy signal? Disappointed, you hang up. Discover the top five benefits of implementing call queueing in your company with this blog post, which begins a series of articles dedicated to “Useful Features of a Virtual PBX”. 

Such a scenario is unfavorable for any company. Every missed call is a missed opportunity for a transaction or to maintain a good reputation for customer service. But what to do when there are so many callers that they block the connection for others? The answer is, of course, to implement call queueing for those waiting to connect with a customer service consultant.  

What is Call Queueing? 

Call queueing is a feature available within the virtual PBX system, VPBX. It sets the order of calls from those dialing in. Those waiting are greeted, informed about the temporary unavailability of consultants and asked to wait for connection. Waiting is made more pleasant with nice background music. Callers are also kept informed about their position in the waiting list.  

What are the Benefits of Call Queueing? 

Call queueing primarily organizes incoming phone inquiries. It allows for prioritizing them and directing them to the appropriate consultant based on a set strategy. Call queueing has several advantages from your customers’ perspective. Here are the most important ones:  

Customers Connect More Often 

Thanks to clear communication, customers know that consultants will answer their call and also how long the queue is. This motivates customers to wait calmly. Call queueing automatically redirects the caller to several consultants simultaneously to ensure the fastest possible connection. 

Customers Utilize Waiting Time 

Waiting to connect with a consultant does not have to cause impatience. While waiting, customers usually listen to music. However, you can use this time to provide callers with additional information, such as ongoing promotions, services or the option to leave a message on the voicemail.  

Customers Resolve Their Issues Faster 

Call queueing allows for immediately redirecting the caller to the appropriate departments or consultants. Thus, the customer quickly gets help upon connection, eliminating the feeling of having “wasted time” while waiting. 

During particularly high call volumes, some calls can be redirected to personnel from other departments or to external consultants.  

Customers are Treated Individually 

Call queueing also allows for setting priorities for receiving calls from specific customers. Through caller ID, selected customers can be immediately redirected to consultants who are already familiar with their case and can use this knowledge to serve them more efficiently. 

Call queueing can also direct customers to consultants with specific skills or competencies, such as service in a particular language or industry knowledge. 

Premium Customers First 

Numbers in the database can also be assigned weights, which determine how important a particular customer is to the company. During call queueing, the system checks the weight of the number and, if high, connects them to a consultant in an expedited manner. 

Besides these advantages for customers, call queueing also evenly distributes workload among consultants. The queuing algorithm can be set based on the criterion of the fewest calls received – the queue forwards the contact to the agent who has handled the fewest so far.  

How to Set Up Call Queueing? 

Call queueing is a functionality that helps manage the flow of incoming calls. See how easy it is to set up queueing within VPBX EasyCall. In the queue, we can define one number or a whole group of numbers that will receive calls. In the Users tab, we define names, numbers and priorities for each number. 

In the Music tab, we set the tunes that will be played to callers while they wait to connect. We can choose one of 4 default samples or upload our own mp3 or wav file. 

Another option is to define the message that the caller will hear while waiting to connect. The text message will be converted to a voice announcement through speech synthesis. We can also record our own announcement using a microphone or upload a ready-made mp3 or wav file. 

In the additional settings, we can define the frequency of the announcement repetition and the order of directing calls to specific phone numbers. 

We invite you to explore our virtual PBX during a 14-day free trial with no obligations.