Combine automated IVR with self-service prompts to allow customers to help themselves and speed up call flow without the need for a person. Personalise your waiting experience Proactively providing beneficial information to waiting clients, such as expected wait time, queue position, and custom notice prompt, as well as queue callback choices.
If there are no available call agents in your contact center, enabling call queueing will allow your phone system to group inbound calls and put them on hold. In cases where there is a large volume of incoming calls, they will be systematically ordered based on certain criteria. A queue isn’t tied to only one agent, meaning that every time one representative becomes available, a customer is automatically transferred to them. It also minimizes the risk of having to transfer calls to other agents. The call queue feature can significantly reduce waiting times, decreasing abandonment rates and ensuring your customers get the help they need quickly.
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