How Does Call Queuing Help?

By queuing calls organisations can ensure that they do not lose important calls

. Queues come into effect when there are more number of calls than there are destinations, which would be the case when the businesses grows in scale. If the calls are not queued, the callers will encounter a busy tone when they call because all the destination numbers are engaged. By queuing calls, the callers have the option to hold on till a staff member is free to take their call, exit the queue or to leave a voicemail message.

Numbertalk offers call queuing facility that can be customised quite extensively. The callers are never left waiting more than the necessary amount of time. You can set parameters such as priorities for multiple queues, the maximum number of calls that can be on queue and the maximum hold time for each call. If the maximum hold time or the duration of the call exceeds, callers can be routed to any call management feature that is available in the service plan. While the customers wait for the call to be answered, custom messages can be played to periodically update them on the status of the call. If the customer wishes to exit the queue, they can also be routed to a voice mailbox.

You can avail of the call queuing facility for all number ranges including 0800 numbers, 0871 numbers and 0844 numbers. The following case study illustrate how call queuing can be used by organisations.

Case Study 1

Andrea is a business owner who manages her inbound calls by queuing them if they cannot be answered by the multi level hunt group. Andrea routes all calls that have been in the queue for more than 5 minutes to another queue that is set to a higher priority. The second queue has more destination numbers listed, therefore there is more chance that the call will be picked up immediately. While the customers are waiting on queue they are advised of their status on the call queue via a professionally recorded message. They are also advised that if they choose they can leave the queue and leave a voice mail message.

This enables any number of calls to be queued and also gives the option to callers if they would prefer to leave a voice mail rather than wait on the queue longer.

To learn more about call queuing and services such as 0845 numbers, 0800 numbers, 0844 numbers, premium rate numbers, freephone numbers and 0330 Numbers, contact Numbertalk.

by: Kieron James

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