Call Queuing

What is Call Queuing?

Call queuing is a phone system feature used to manage incoming calls when all agents are busy. Calls are held in a virtual waiting line, ensuring no customer is immediately disconnected due to unavailability. 

How Does It Work?

Call queuing, at its core, acts as a virtual waiting room for incoming calls. When all agents are assisting other customers, callers are placed in a queue instead of receiving a busy signal or being disconnected. 

Calls are typically answered in the order they were received. However, some systems allow for prioritization based on factors such as customer value (which could be based on their purchase history, loyalty status, or potential for future business) or the urgency of the issue.

To manage these queues effectively, call queuing software often integrates with other phone system technologies. For example, computer telephony integration (CTI) can connect the phone system to customer relationship management (CRM) software, putting valuable customer information at agents’ fingertips. This information can help agents personalize interactions and resolve issues more efficiently.

Another common integration is with interactive voice response (IVR) systems. These automated systems use pre-recorded voice prompts and menus to guide callers to the appropriate department or information.

While callers wait in the queue, they’ll usually hear music or pre-recorded messages. These messages can be used to provide information about wait times, share company updates, or even offer self-service options that might resolve the caller’s issue before they reach an agent.

When an agent becomes available, the system’s automatic call distribution (ACD) component takes over. The ACD uses pre-set rules to route the call to the most appropriate agent based on factors such as the caller’s needs, the agent’s skills, and the agent’s current workload. 

Call Queue Types Explained

Call centers can choose from several call queue types, including: 

• Linear call queue. In this basic type of queue, calls are answered in the order they’re received, with the longest-waiting caller being the first to be connected to an available agent. This ensures a fair and straightforward call distribution process.
  
  
• Round-robin call queue. This system routes calls to agents in a rotating fashion — starting with the first available agent, then the next, and so on. Once all agents in a team have received a call, the cycle repeats with the first agent. This helps ensure an equal distribution of calls across agents and is a good option for teams with agents of similar skill and experience levels.
  
  
• Priority call queue. This queue prioritizes certain calls based on predefined criteria, such as customer value or the urgency of the issue. This ensures important calls are answered quickly — which helps enhance customer satisfaction and might even boost conversion rates and sales.
  
  
• Skills-based call queue. In this advanced queue type, calls are routed to agents based on their skills or expertise. For example, a customer requesting a Spanish-speaking agent would be connected to someone fluent in the language. This ensures customers receive the most appropriate assistance — and helps improve first-call resolution rates.
  
  
• Virtual call queue. This type of queue allows callers to hold their place in line without staying on the phone. They simply receive a call back when an agent becomes available. This offers callers much more convenience, improving the overall support experience.

The Benefits of Call Queuing

Call queuing brings a multitude of benefits to both businesses and customers:

• Enhanced customer satisfaction. By ensuring calls are answered promptly and efficiently through call queuing, businesses can significantly improve customer satisfaction. Playing music or informative messages while callers wait can also help reduce frustration and enhance the overall experience. Plus, the ability to route calls to the agents based on their skills or knowledge can lead to quicker resolutions, making the customer experience even more enjoyable.
• Valuable insights for business improvement. The data collected from call queuing systems — such as average wait times, call volumes, and agent performance — can provide great insights into customer behavior and operational efficiency. Businesses can use these insights to drive data-backed decisions to improve customer service processes — and even refine staffing strategies and spot agent training needs.
• Increased efficiency and productivity. Call queuing streamlines call management, ensuring no call goes unanswered and that agents are used effectively. This increases efficiency and productivity within the customer service team. Additionally, companies can use the data gathered from call queuing systems to identify peak call times and adjust staffing levels accordingly, further optimizing operations.
• Reduced abandonment rate and improved first-call resolution. Optimized call queuing systems help minimize call abandonment rates, as customers are more likely to wait if they know their call will be answered. Also, routing calls to the most appropriate agent increases the likelihood of resolving the issue the first time around, leading to better first-call resolution rates. This benefits customers and frees up agents’ time for other tasks.
• Fair call distribution. Call queuing ensures calls are distributed fairly among agents, preventing some agents from being overwhelmed while others are idle. This helps balance the workload and contributes to improved agent morale and job satisfaction, which can positively impact customer service quality.

Best Practices for Call Queuing

To maximize the benefits of a call queue, follow these best practices: 

• Optimize queue configuration. Carefully configure your call queue settings to align with your business goals and customer expectations. Consider factors such as maximum queue size, estimated wait time announcements, and overflow options (i.e., what the system does when the queue is full, like sending calls to voicemail or another department) to ensure a smooth customer experience.
  
  
• Personalize the waiting experience. Instead of generic hold music, provide information tailored to the customer’s situation. Share tips or answers related to their inquiry, offer troubleshooting steps for common issues, or direct them to relevant self-service resources. A more informative wait can reduce frustration and show customers you value their time.
  
  
• Empower agents with information. Give your agents access to relevant customer data, such as past interactions and purchase history. This enables them to provide personalized service and resolve issues more efficiently, leading to better first-call resolution rates and happier customers.
  
  
• Offer self-service options. Integrate your call queue with self-service options such as an IVR system or a knowledge base. This allows customers to find answers to common questions or perform simple tasks without speaking to an agent — freeing up agents to handle more complex inquiries.
  
  
• Regularly monitor and analyze queue performance. Track key metrics (e.g., average wait time or call abandonment rate) to identify opportunities for improvement. Analyzing this data can help you refine queue settings, adjust staffing levels, and optimize call routing strategies — leading to a more productive and effective call center operation.
  
  
• Continuously train and develop agents. Provide ongoing training to your agents on call handling skills, product knowledge, and customer service best practices. This ensures they’re well-equipped to handle a variety of inquiries and deliver exceptional customer service.
  
  Leverage technology. Consider investing in advanced call queuing software with features such as skills-based routing, virtual queues, and real-time queue analytics. These tools can enhance queue management, improve customer experience, and provide valuable insights for optimizing your call center operations.