Call Queuing Priority Queue

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Call Queuing Priority Queue

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1. Consider the cost for employing and training additional staff to cope with calls at peak times, by deploying call queuing will cut down on the need for this.

2. Think of your brand reputation from the caller, without you having call queuing deployed when all agents are unavailable, are you returning a busy tone to the agent?

3. What is the average value of an abandoned call to your business? If the caller receives a busy tone or a message asking to call back later are they likely to try again or ring a rival company? By deploying call queuing you can give the caller the option to wait rather than hope they call back later.

4. Give a more professional image to your callers by playing professional on hold music and on hold messages to the caller. These can be used to clearly inform the caller of their queue position and estimated wait times while also playing on hold messages including FAQ's to the caller and also up-selling additional products and promoting your website etc.

5. Financial savings – by deploying a network call queuing functionality reduces the high setup costs of onsite hardware and ongoing maintenance .

6. What are your DR plans in the event of bad weather, for example causing staffing levels to be lower than expected which in effect, causes high call volumes and additional abandoned calls? By deploying a network call queuing solution, you gain full control of call routing via a web interface which will allow you to route calls between your call centre and also to agents working from home using the existing network call queue.

7. Reducing existing telephony costs – by deploying a network call queue, it reduces the need for the number of lines / channels on your existing ISDN30 circuits as the call will queue in the network cloud rather than on the PBX.

8. Have you thought about which type of 08 NGN is required for your business? By utilising call recording, you can earn a revenue share on calls that are queuing while at the same time being compliant with Phone Pay Plus regulations on the higher revenue share 0871 NGN's.

9. Live queue stats will allow the call centre manager to view in real-time what is happening in terms of calls queuing and connected calls, allowing them to be more proactive in getting staff to answer calls at peak times, thus eliminating additional lost calls.

10. How do you currently manage staffing levels? Using the comprehensive historical management reports allows you to build up a year on year call terms analysis allowing you to manage your staffing levels based on peak call volumes.

Priority Queuing

Priority call queuing allows your chosen privileged callers to queue jump when waiting in a call queue at your discretion. Having the ability to prioritise your callers into low, medium and high categories, you can ensure that the most important calls are dealt with first.

If your customers are important to you and you like to keep them happy, then having a call queuing system in place is essential. Customers don’t like to be kept waiting on hold and the less time they have to wait, the happier they will be. This is especially true for important customers that you have to keep happy. This is where Elite Telecom steps in, with our priority queuing system.

Features

  • Call queuing comes into action when there are more callers than agents. This can happen during peak hours for your business, if you are short staffed or when your business expands.

  • When you choose to priority queue the calls to your business, it prevents the caller from hearing an engaged tone which could deter them from calling back again.

  • Priority queuing is especially for the businesses that have a large amount of callers on a day to day basis, and need to serve their most important callers first.

Benefits

  • The system recognises your priority callers and automatically puts them to the front of the call queue ready for the next available agent.

  • Priority call queuing ensures that you do not lose any important calls. It keeps the caller interested so that they will call back when you give them their waiting time.

  • If you monitor your queue correctly, customers will never be waiting for a long length of time, again so the customers will gain confidence in you and will not be afraid to call back.

  • Priority queuing is particularly beneficial to businesses that involve call centres or even businesses that are just call centres because they have the most amount of incoming calls.

  • Operators can view a list of all callers and then keep an eye on how many people are queuing and choose whose call to pick up first.

  • More information...

      If your business has a large number of incoming calls on a regular basis, and you have customers that are a priority to you then priority call queuing could be a big benefit to your business. Priority customers are whoever may be a priority to you, and at your discretion. This could be frequent callers, customers who hold a big account with you, potential customers or whoever you think deserves to get through first and this can even include employees.

      You can put your callers into categories of priority being low medium and high.  The beauty of this is that you don’t have to do anything; the program automatically knows to switch on when there are more callers than people answering the telephones. The operators have the ability to view the call queue using their computer and phone system combined and either manage them from there and chose which customer to deal with next, or leave it down to the phone system itself.

      Using this priority queuing system, your business is less likely to lose callers. If someone was to ring and hear the engaged tone all the time, they are less likely to call back each time because it can be really frustrated as you will have probably experienced yourself at some point. Putting your callers in a queue and managing how quickly they receive a response can really add value to your business from their point of view. A lot of anger and frustration is caused by the way calls are dealt with, and you have an opportunity to stop this for your business and create or keep a good, customer caring reputation.

      Call queuing is perfect for call centres, but it can also be busy for when your business is short staffed, for example if employers are on sick or annual leave, or even just at peak hours. If your business expands and you do not recruit new staff, call queuing can also be the solution for you!

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