Call Handling With Call Queuing

Improve Inbound Call Handling With Call Queuing and IVR

There may come a time in a fast growing business when the volume of call traffic far exceeds the capacity to answer, but before contacting recruiters or working out the price for additional phone lines, businesses must look to how Call Handling services such as Call Queuing or IVR can help solve their problems

72% of callers hang up when reaching a voicemail, so if your business is greeting callers with a busy tone or a messaging service then you are already missing out on potential sales and opportunities. Answering 100% of calls into your business is critical in ensuring that you tend to new business and build trust with returning customers.

With the right technology your organisation can attentively answer all inbound calls without increasing overheads.

Call Queuing

Businesses with peak seasons can often identify with the challenge of keeping up with fluctuating and increasing call volumes. Call Queuing can help any business struggling to answer the phones without the expensive need of hiring more agents - a Call Queuing system increases efficiency and keeps customers on the line.

Call Queuing often gets a bad rap but this is only seen negatively in the press, in fact there are hundreds of companies effectively deploying Call Queuing solutions that get the desired results. This is what we call in the contact centre world, 'Ethical Call Queuing'; ensuring that the system does enough to help your callers, and not frustrate or take advantage of them.

For example, studies show that when prompted and informed by a queuing system, customers are more likely to stay on the line. This could be by informing your customer of their position in the queue, or of their estimated wait time. Some 40% of customers have admitted to shouting or swearing at customer agents on the phone, by combating this early on and keeping wait times to a minimum, you can keep the customer and the agent happy.

As the average UK consumer spends 45 hours a year waiting on the phone it is crucial you provide a system that is there to benefit and help them. You therefore need a Call Queuing provider that will work with you on an individual basis.