Call queuing: what is it?
The act of putting incoming calls into a virtual queue so that they can be answered according to the sequence in which the callers place their calls is known as call queueing. For instance, many conference call systems offer a call queue option that enables businesses to answer calls according to the principle of “first come, first served.”
Call queuing can also happen when attempting to route calls to the appropriate division or agent. A call queueing system frequently offers the choice of playing a customised message to callers while they wait. This is done to reassure callers that their call will be taken shortly, and it frequently tells them how many callers are ahead of them in the queue.
It is a good idea to reassure callers that lines are moving rapidly to persuade them to stay on the line rather than hang up if the call abandonment rate is one of the important call center metrics you track.
A feature called interactive voice response (IVR) is often used before call queues. Based on the requirements of the caller, they decide how to route incoming calls. By presenting callers with prepared options to select from, an automated interface can determine what a caller is inquiring about.
Questions about billing, for instance, can be routed to the accounts division, while questions about how to eliminate spam messages can go to technical support. This makes sure that callers are sorted into the appropriate call queue and that no one has to wait too long on hold.
Call queuing should help to decrease the number of callers who must wait and the length of time they must wait, even though it won’t eliminate the need for callers to wait on hold.
What contributes to long call queues?
Long call queues in call centers and contact centers can be caused by a variety of circumstances.
According to research, the amount of time a caller must wait on hold directly correlates with customer satisfaction ratings. The CSAT score decreased with the length of time a caller had to wait.
In light of this, addressing the causes of lengthy phone waits may be the key to raising customer happiness.
1. High-call season
Your call and contact centers are busier at certain times of the year than at others.
Examine historical call volume statistics from prior years and add more agents to the workforce when call volumes are historically high. To be aware of any action that could boost call volumes, it is also essential to maintain communication with other departments.
Long call queues can also be reduced by analysing customer behaviour. You might discover that there are specific days of the week or hours of the day when you receive more calls. Call queue sizes can be decreased by ensuring there are enough agents available at certain periods.
Over 29% of respondents to a Call Center Helper survey said that when scheduling contact center agents, the fluctuation in the volume of contacts provided the biggest issue. It is therefore simple to understand why unexpectedly high call volumes might result in long call waits.
It’s important to note that increasing the number of call center employees available is one of many strategies for controlling call queues. By offering other communication channels like live chat and email support, call center staff can work more efficiently.
2. Untrained personnel
Call center employees must provide outstanding customer service while promptly identifying issues and suggesting solutions. Your agents may move through the call queue more quickly the less time they spend on the phone with individual callers.
While some people are naturally gifted at handling callers in this manner, it is unrealistic to expect every agent to nail every call on the first go. For this reason, it’s crucial to give your call center employees proper training. This makes sure they are knowledgeable about the most recent methods and have the knowledge necessary to assist their callers.
Many contact center platforms offer sophisticated ways to aid with agent training. You can assist your agent’s progress smoothly and quickly by using features like coaching playlists that let you show them samples of what to do and what not to do during calls.
Some platforms even provide real-time coaching tools, such as assist cards, that let contact center supervisors step in and assist agents who might be having difficulties. This can assist in swiftly resolving issues, getting them back on track, and maintaining the flow of incoming calls.
Providing sufficient training resources is crucial for keeping your agents current. When it comes to employee training, webinars, and online knowledge bases are fantastic resources, especially if you work with and manage remote teams. Additionally, it’s crucial to make sure that recruits receive the training they need to adjust quickly and are effectively onboarded.
3. Insufficient self-service options
Self-service solutions are becoming more and more popular with customers as a means of problem-solving. In reality, data shows that the proportion of online buyers who said they wanted to handle problems themselves rose from 50% in 2020 to 60% in 2021.
Self-service solutions are not only preferred by customers, but they significantly shorten call queues. The absence of self-service options may result in long call lines and disgruntled customers.
Options for customer self-service might be diverse. Customers can use an IVR system to complete comparatively easy operations over the phone, such as paying a bill or getting a shipping update, without having to speak to an agent.
Customers can use tutorials, FAQs, and online knowledge bases on your website to find the answers they need without calling customer care.
Providing support through additional channels of contact can also aid in reducing call wait times. Customer service can be provided using alternate communication channels like live chat, chatbots, email, and SMS.
Conclusion
Call queueing is a pretty straightforward idea that gives you control over the call flow in your call center and can have many beneficial effects for your company.
Call queuing can enhance a variety of KPIs, such as first call resolution (FCR), customer hold time, and call abandonment rate, in addition to customer and employee satisfaction.
To take charge of your call flow and achieve these goals, you can employ a variety of techniques and tools. Decide which approaches will work best for your team, then assess the benefits they will bring to both your call center and your company as a whole.