Even with perfect staffing, contact centers can often be overwhelmed by hard-to-predict spikes in call volume. A call queue lets customers wait until an agent is available, rather than directing them to voicemail.
Answer common questions, promote current sales, or discuss company policies while customers are waiting. These custom messages can help create interest in a new product or even address the reason for the call entirely.
Some callers will need qualified agents to address their concerns. Send them to the right person the first time to avoid a transfer and further frustration for the customer.
Businesses without a call queue solution are left replying to voicemails every day. End this cycle by letting customers speak to someone the first time they call.
Quality call queue solutions include customized multi-level IVR navigation. Allow every customer to navigate to the exact department or agent they need to address their concerns.
Never worry about waiting for support for your call queue questions or support requests. Our US-based specialists are available 24/7 to address any concern or question that may arise.