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Everything you need to know about Call Queuing

When it comes to business success, one of the most important aspects is to ensure that inbound callers receive a professional and courteous experience over the phone when speaking to staff or waiting to be connected. The difference between winning new business and losing it comes down to good old fashioned customer service, this includes your telephone assistance. Therefore, finding a system to queue business calls can be extremely beneficial to your business.

Call QueuingWhy queue business calls?

Firstly, let’s think about how we like to be treated over the phone. We like to be well-informed, spoken to with respect and not kept on hold for hours on end. We’d all love to be connected to the right person immediately when we dial, but with continuous calls coming through to your business, it can be difficult to manage this efficiently. Call Queuing offers a simple solution to managing business calls whilst providing professional customer service.

Queuing incoming calls enables your business to increase productivity and maintain good customer service by putting callers on hold whilst providing a friendly and professional hold message. Perhaps you have various special offers you would like to announce or simply want to reassure the caller that they are in the queue and that their call will be answered as quickly as possible. Queuing calls benefits large and small call centres, organisations with a VoIP Phone System, as well as smaller businesses taking inbound calls.

What are the key benefits to Call Queuing?

  • Increase sales – sales are increased with callers more likely to remain on the line and listen to promotional messages

  • Boost productivity – with calls automatically being queued and filtered through gradually, staff can manage workloads efficiently

  • Enhance caller satisfaction – professional and reassuring messages increase the callers trust and reduces the stress of being put on hold with no information on wait times

Adding a Professional Voice Recording

It’s important to portray the right tone for your business when addressing callers with your business queue message. When calling an established business yourself, it’s unlikely that you’ll hear a crackly voice message with traffic in the background (or at least you’d hope you wouldn’t). Adding bespoke Professional Recordings to your call queuing will support your brand and help your company convey a professional image to attract new business and stand out from competitors.

How many people can be queued at one time/is there a limit?

With the Telecoms World Call Queuing solution, you can control 1-99+ callers in a queue at one time, as well as route landlines, mobiles, and hunt groups for full call management.

Is there a maximum queue time limit before callers are disconnected?

There is no set maximum queue time for callers. However, you can setup your own time limit to reduce call abandonment and wait times. This can be setup with a voicemail to email solution, enabling customers to leave a message which is then converted to an .mp4 file and sent to a designated email address.

What is displayed in the Telecoms World queue manager dashboard?

There are several reports available in real-time on the queue manager dashboard including number of calls, number of callers in a queue, engaged and dropped calls, and average answer time. At Telecoms World, we also offer additional features that can be added for your bespoke service requirements. Queues can be managed from any internet-enabled device in real-time, allowing you to manage and make changes instantly whilst on the move.

Is Call Queuing cost-effective?

Call Queuing is one of the biggest tools you can have in your business arsenal. It’s proven benefits for increasing sales and customer satisfaction alone is worth the small investment, and with our FREE 90 day trial, you can see the benefits for yourself. Our software can be implemented quickly and customised to suit your specific requirements. Queue callers with music or promotional messages, before being transferred through to an agent; with complete control through our easy-to-use online portal.

For more information on our Call Queuing solution and how it can benefit your business, please contact our team of experts on 0800 774 7772.

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Orpington
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