What is Call Queue Management?

With a good Call Queue Management you will ensure customers satisfaction by reducing wait time for incoming calls, but also a fair workload distribution for your team.

How do call queues work? Call Queue can be customized for each Group in your Account. Once set, incoming calls from the specific customer will be queued if all your team members assigned to that Group are busy. The caller will be immediately connected with the first staff member who becomes available.

At one point or another, customers will end up placed on hold. People in industry are trying to maintain an average under 2 minutes for waiting time, as a large percentage of customers abandon the calls after that. With that on mind, call wait time can serve as a great KPI to setup standards in your company. It can help you understand how agents are performing or spot areas where overall wait time is higher than expected.

Very easy to setup. Call Queue can be activated for an existing Group with one click and then it can be customized by uploading your own on-hold music or greetings.