Call queues.

Enhance your callers’ call queuing experiences with features such as queue callback, queue to voicemail, and custom music and messages.

Talkdesk Partners

What is a call queue?

A call queue makes it easier for agents to handle incoming calls. It makes intelligent, automated decisions to prioritize calls based on various factors. This way, the next available agent will answer the right call in the best order possible.

Call queue technology is especially helpful for a contact center that deals with inbound calls. It includes features such as an automatic route call queue for prioritizing calls based on stats like value or urgency. It can also offer ways to make the customer experience better as people wait in your call queue. These include customized options for adding music or messages to the queue. Taskdesk call queue technology also includes a voicemail option so customers can leave a message and get a callback later, along with queue transfer and wait limit features.

How do call queues work?

Call queues automatically put callers on hold until an available agent can answer them. An intelligent call queue can triage the callers based on their requests and by the order that they reached out to the contact center. It uses these criteria to decide which agent to transfer calls to, and in which order. Call queue software, such as the Talkdesk call queue solution, also include features to announce estimated wait time to callers who are in the call queue.

Call queue features in Talkdesk.

Automatic route call queue.

When all of your agents are busy, Talkdesk will automatically route calls to the intelligent call queue. From within the queue, you can prioritize which calls are answered first based off of their value, request urgency, or your own customized business rules. Real-time statistics help you to make intelligent decisions when answering calls from the queue and enable a quick response time for your most valued customers. Intelligent call queuing improves the waiting experience for your callers and empowers you to make decisions that positively impact the customer experience.

Customized queues.

With Talkdesk, you can use a standard message to greet customers in the call queue or record your own greeting. You can also customize each queue experience by choosing from a variety of music options and choose to play pre-recorded messages for callers as they wait to keep them informed about relevant company information. These options help optimize the customer’s experience while they wait for agents to answer their calls.

Intelligent call queuing.

Intelligent call queues allow you to field calls based on predefined business rules, wait time, or customer value. You can monitor queue status and other advanced call center statistics in order to make more effective decisions when answering calls from the queue. This will help your data-driven workforce reduce wait time and enhance each caller’s experience.

Voicemail option.

Give customers the option to leave voicemail messages if they prefer not to wait in a queue. Voicemail transcription and notifications enable you to quickly respond to each message. This technology empowers customers to decide how long they would like to wait, can work towards decreasing the number of callers waiting in any given queue, and can have a positive impact on overall customer satisfaction.

Queue transfers.

When your agents answer a call and find that the caller would be better served by agents in another department, they can seamlessly transfer the caller to another queue. This helps to ensure that callers are given the assistance they are seeking.

Queue wait limits.

Define wait limits for your queues so callers are automatically redirected to voicemail after waiting a specified amount of time. Queuing wait limits ensure that no customer is left in the call queue for an unacceptable amount of time.

Call queue FAQs.

An invisible queue means that inbound callers are not aware of their position in the call queue. Invisible queues do not allow inbound callers to gauge how much longer they will be waiting in the call queue. This can cause frustration and impatience as the customers wait to get their calls answered. To fix this issue, call centers can implement technology that announces the estimated call time to the callers as they wait. These types of announcements are included in most call queue solutions, such as the Talkdesk call queue software.

Call queue management means that a company is leveraging technology in order to manage inbound calls and decrease customer wait time as much as possible. These tools can perform tasks such as automatically routing call queues, facilitating quick call transfers if needed, and defining customer wait time limits.

The quick and easy answer: hold time should be as short as possible. This is because the longer your customers wait during a hold, the worse they will consider their overall experience with your brand. But, sometimes hold times can still be long, due to delays within call center operations. Implementing call queue management tools can help to minimize these wait times. For example, a call forwarding tool could help by redirecting the caller on hold to an available call center agent.

A phone queue is a virtual line of callers, waiting to get their call answered by a live agent. When all agents are busy, callers get automatically routed into a phone queue. Some solutions offer intelligent call queue tools that automatically prioritize which incoming calls are answered first. This can be based on value, urgency, or other customized rules.

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