10. Virtual Queuing:
“Call Me Back”
Virtual queuing is a concept designed mainly for contact centers, but it also can be used in any enterprise with a high volume of incoming calls.
The virtual queuing technology gives your customers an alternative to queuing. When all the operators/receptionists are busy, your clients can just leave their details and hang up instead of listening to music and “Your call is very important for us” for ages. The virtual queuing software places the unanswered call into a virtual queue, waits for an available receptionist/contact center operator and then automatically calls the customer back.
This, at first glance, very simple functionality brings additional benefits to your enterprise, because it:
- improves contact centre productivity by smoothing out call peaks;
- enhances customer satisfaction;
- increases sales by reducing the number of unanswered calls.
All the vendors below provide a simple “first in – first out” algorithm of virtual queuing. If you need a complex algorithm to first manage the unanswered calls from VIP-customers, then you should consider building a custom VoIP solution with virtual queuing.
Virtual Queuing Vendors
- Concierge by Virtual Hold
- QueueBuster by Netcall
- QLess by abIinventio
What to Do Next
Check the statistics of your PBX and answer these questions:
- How much unanswered calls do you have per month?
- How many customers have you lost?
- Are your clients frustrated by the long hold time?
You can examine the solutions listed above to solve these issues. When you need extra-functionality to manage your virtual queues, you can consider building custom software.
Read the next chapter: 11. Unified Messaging and Voice Mail - Get Any Message from a Single Inbox
