What does queue mean3/11/2024 Thus, a call center queue awaits everyone who is going to contact the customer service department, and the digital era didn’t eliminate call center queuing, but spread it to other contact channels, such as webchats.Ĭall center queue isn’t only a place where customers listen to music and wait for agent arrival, it is a complex environment that is permanently monitored and created by numerous other systems, such as ACD (Automatic Call Distribution) software, IVR (Interactive Voice Response) software, and so on.Ĭall center queue exists as a concept at least because it is the easiest way to establish intelligent call routing, avoid overloads of the calls, and control the call center's proper functioning. So, the perfect way to define queueing in a contact center is to say that a call center queue is an invisible queue that consists of inbound customer requests for connection to agents and lasts from the moment when the customer initiated such a connection until the agent connects to a conversation in any communication channel where such call center queue is available. Nonetheless, the call center queue now isn’t about inbound calls only - if you have ever used a web chat, you know that there is also a kind of queue - a delay between the moment you initiated a chat session and a moment when the agent entered the chat. What is a call center queue?Ī call center queue (contact center queue), in general, is a kind of virtual queues where inbound calls are put before being routed to the call center agents. Also, let’s discuss some aspects which make people hate call center queues that much - you’ll be surprised by the statistical data, we swear. Nonetheless, we are not going to talk about call center queue management, we are going to talk about the main technologies and tools you can use in your contact center to reduce call center queue average waiting time and boost customer satisfaction and general customer experience. That’s why we decided to write this guide, even though we have already written a big guide about call center queue management, which you can read here. Secondly, let’s take into consideration that different people are ready to wait for different durations of time - in one case, a minute of waiting time will be absolutely acceptable for a customer, and another customer will get mad after 20 seconds of waiting. So, for you these 20 secs are 20 secs in a call center queue, because the system, even though it is totally automated and works faster than any human being, still needs a few seconds to process call routing, or, in other words, forward you to a proper agent.īut what is wrong with the concept of a call center queue? First of all, it is quite obvious that being put in a call center queue is the least pleasant part of any customer journey regarding contacting a call center. It doesn’t mean all agents are always busy or call centers aren’t going to answer inbound calls timely, but let’s turn back to such a concept as call center service level, which says that 80% of incoming calls have to be answered within first 20 seconds of call - and such disposition is considered an example of excellent customer service. The reality is simple - as always - all incoming calls are put in a call center queue just because it is the way system works. The funny fact is that many call centers still use that feature of notifying you that “all agents are busy, please wait for X seconds/minutes”, and many people are wondering if it is normal for a call center to receive that many calls on a regular basis. All this time, from pressing the “Wait for the connection to the agent” button to a moment when you will hear so awaited “Hi!” from a human agent you are put in a call center queue. If you choose to go straight for a call to an agent, you will definitely be asked to wait for a little while listening to on-hold music in the background until the free agent will pick up a call. What differentiates a call to a call center from a common call to your friend or whoever else? First of all, you rarely can hear phone rings while calling a call center - more likely you will hear the greeting message from the IVR system, and offer to press some buttons on your phone to choose a fitting IVR menu section or to order a connection with an agent directly, without any surfing through the Interactive Voice Response interface. Call center queue isn't just an unpleasant queue for customers, it is a vital call center feature that helps to optimize the work of the entire department.
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