Plus, you’ll be able to create more accurate forecasts and improve your staffing plans.

Implement a Workforce Management solution to help you achieve your service level objectives y dynamically assigning additional agents to alleviate temporary call queuing backlogs.And take advantage of Call Recording functionality to identify additional self-service options that could help you divert even more incoming calls away from expensive live agents. To ensure customers embrace and adopt your self-service options, take time to properly plan and test your interactive voice response call flow so you can deliver the optimal customer experience. Interactive Voice Response (IVR) or digital channels are especially useful for handling routine inquiries such as account balances, order status, and business hours. Invest in self-service capabilities so customers can get the answers they need without the assistance of a live agent.Behavioral routing matches callers and agents based on customer communication style, enabling a better customer experience, and increased agent productivity and satisfaction.

Analytics-based routing analyzes interaction content to determine language, sentiment, or topic, and matches customers to the most appropriate agent.Data-directed routing refines routing decisions based on information such as customer tier, customer lifetime value (CLV), or other customer specific data.You can route inbound calls based on geography, real-time call center KPIs such as current service level, and other criteria. Use Advanced Routing options to connect your customers to live agents faster or offer alternative channels.

And you’re happy because that customer is no longer using a costly toll-free line and you can better allocate your agents. The customer is happy because they keep their place in the call queue but they are free to do other things. You can ensure that your customer receives a callback when their contact reaches an agent or at a time they specify.

Offer Callback options that allow your customers to disconnect while keeping their place in queue.

So, what can you do to ensure your call queues aren’t risking your company’s revenue and reputation? At worst, they abandon your company completely, take their business to the competition, and post about their negative experience on social media. At best, they hang up and call back later or try another channel. If call routing takes too long, customers become frustrated. With call queue management, our goal is to answer these inbound calls as quickly and efficiently as possible. When your customers call your contact center and all your agents are busy, they “line up” in a call queue where they wait to be connected to your next available agent who has the right skills to handle the call. So to ensure you are providing the service your customers demand, you need to effectively manage your call queue. In our 2018 Customer Experience (CX) Transformation Benchmark survey, 66% of the 2,400 customers we polled told us that-despite all the other channels available to them-their top preference to connect with a company remains a phone call with a live agent. This same rule applies when people call into your contact center.Īnd if you think that more people are contacting you via your digital channels instead of calling you, think again. Whether we’re getting a coffee, a car wash, or checking into a hotel, we all just want fast and easy service, so we can get on with our day. Let’s face it, no one enjoys waiting in line.

Phone call queue