subject: Acd Queues And Call Groups Help Grow Your Business [print this page] As businesses organizations flourish and grow, so does the customer base. This usually means that there needs to be a more complex telecommunications structure in order to accommodate the growing number of external connections trying to get in touch with different departments or individuals within that company.
Traditional telephony systems that rely on standard PSTN networks may not be capable of handling such traffic efficiently. An on-premise PBX may be able to handle these requirements to some extent, but small and medium enterprises probably cannot afford the costly equipment required, not to mention the additional manpower and staff needed to maintain and operate these communication systems. In many cases, important calls are dropped and never received by the intended party -- resulting to less lead conversion or even to the loss of dissatisfied customers.
The emergence of VoIP and IP PBX systems provide exactly what these businesses need at very cost-effective terms. These systems are software driven and have minimal equipment requirements. The use of broadband or the end user's own data network allows for cheaper local and international calls. On top of these benefits, VoIP PBX services offer a wide array of features including advanced call queues and group functions that ensure that all calls received by the company are received and properly channeled to their respective recipients.
What are Advanced Call Queue and Group Functions?
Traditional telephone systems either return a busy tone or direct the call to a voice mailbox when the intended recipient does not pick up. Advanced call queue and group functions in VoIP PBX systems will receive the call and put it on queue until the intended recipient is able to take the call. While waiting, the caller is told the queue status of their call, how many callers there are ahead of them or an estimated number of minutes before their call can be answered.
Many systems feature call center capabilities in which an incoming call to a busy number can be rerouted to other extensions within a certain group (ex. Extension numbers from other staff of the similar department) that are available to receive that call. If all available lines are busy, the caller will be put in queue. These systems can also be monitored and managed so that incoming calls can be distributed to agents or other staff members within the network.
Why is there a Need for Advanced Call Queue Functions?
In a business-customer relationship, clear communication is vital for success and plays a large part in determining how long the customer keeps his or her business with a certain company. In a lot of cases, it's the customer service that makes clients decide whether or not to move their business elsewhere. Customers prefer to get in touch with someone that can best handle their needs and inquiries quickly and easily. Advanced call queue functions ensures that this happens, while at the same time, increasing business efficiency on your end.
The same goes for incoming calls from leads or prospective customers. You never want one of these potential clients feeling ignored and you certainly don't want to play an inefficient game of phone tag with them. With advanced call queue systems and group functionality, relevant calls from leads and customers can be quickly handled, giving the impression that new customers are given priority above all else.
Some systems can be configured in a way that aside from call queue notifications, callers can also be treated with customizable music or news feeds to occupy them while they wait. This can also be a good opportunity for the announcement of events, promotions, and other special offers that your customers and prospects would be interested in. It grabs their attention while they wait and provides relevant information about what your organization offers -- even before the call is picked up
