The Leading Unified Communications Provider
0844 875 8880
Elite Telecom Call Queuing

Call Queuing Solutions

Elite’s focus and experience in call queuing solutions allows us to truly deliver you with manageable systems that elevate your business from a company struggling to answer calls, to a nationwide operable organisation capable of sustaining more growth. We have spent have more than a fifteen years in the market, so you can trust that we can help find you the best value solution

Hosted Call Queuing

A hosted call queuing system from Elite Telecom will allow you to answer more calls without increasing overhead and internal line capacity. Perfect if you need simple, cost effective solutions that offer exactly what you need and deliver calculable results.

Our call queuing system is a perfect alternative to significant investment in on premise telephony and additional telephone lines to cope with increased customer demand in peak/key trading periods. Many businesses struggle with the challenge of scaling their business up and down. Elite’s call queuing platform is the perfect solution for this, giving our customers complete control to manage their requirements, al l from a secure web interface.

You have the capability to instantly queue up to 100 calls simultaneously as well as controlling how many agents are available to take calls at any one time. The priority order in which agents receive calls can also be pre - programmed at DDI level. You can manage staffing levels by setting queue limits and pre programme the times, days and dates that staff receive calls.

In comparison, the level of investment required to achieve this locally would incur costs of circa £5,000 in line installation costs and £1300 in on-going line rental costs. All of this is before any telephone system upgrades are considered. Elite’s call queuing service can be deployed for a fraction of these costs.

On Premise Call Queuing

Not only do we offer a hosted system, but if you are wanting to solution giving you full control from your business premises we have the knowledge and experience to offer you a feature rich and intelligent call queuing system, operated and maintained on premise.

Disaster Recovery

Every Elite solution comes with additional DR as we know how important it is for businesses to stay up and running during unprecedented attack. Every cloud service we offer is built to the same high standards of security with a 99.999% uptime guarantee. Should any service fail, this is backed up in a different data centre in another location for optimum failover.

Adds Value Instantly

Adds Value Instantly
Combining efficiency with organisation, Elite’s Call Queuing offering adds value to your customers experience and saves your staff time, effort and money.

Caller Satisfaction

Caller Satisfaction
Callers do not become frustrated by waiting in queues and get a sense of control by putting them in charge of whether they wait or ring back, if the customer waits they receive prompts of the wait time to keep them on the line.

Faster Call Resolution

Faster Call Resolution
Information and organisation provided by the our call queuing software not only allows you to profile your agents and callers, but in the long term will enable you to reduce call volumes, reduce talk time, reduce wrap time and as a last resort, tell you whether you need to increase your staff.

Better Web Portal

Better Web Portal
We deliver a state of the art, higher tier web control portal, with a real time control panel.

Call Data Analysis

Call Data Analysis
Not only does the system allow you to effectively manage and organise inbound calls, but the use of the portal and access to vital call statistics allows you to improve performance and revolutionise your workforce. You are also able to customise your web display.

Improve Service Levels

Improve Service Levels
Currently many call centres are not achieving even an 80% answer rate, with a 20-30% abandonment rate, our call queuing solutions ensure you are answering and acting upon 100% of calls into your business.

Hardware Free (Hosted Only)

Hardware Free (Hosted Only)
If you choose the hosted package, the system sits securely in the Elite Telecom cloud, so you do not need any equipment on site freeing up time and resources.

  • Give your customers the power to decide on a course of action that best suits them - hold the line or call back after the wait time
  • Shorten your call queue size and give your customers the choice to spend less time waiting
  • Returning callers are placed at the front of the queue meaning ‘churn’ and total calls are reduced
  • Your agents are no longer dealing with complaining customers so you will see a decrease in average call time
  • IVR or auto-attendant
  • Call recording
  • Call queue statistics
  • Rerouting of calls
  • Dropped call alerts
  • Opt out of queue to leave a message feature
  • Inform callers of their position in the queue
  • Customised marketing messages that can be updated instantly

Key features of Hosted Call Queuing

  • Whilst customers are waiting on the line they receive personal messages [optional] about how many callers are in front of them to keep them on the line
  • It allows you to efficiently deal with calling peaks without losing valued customers
  • Works perfectly in sync with any hosted PBX system on the market
  • Our focus and experience in network level services and hosted software allows us to truly deliver you with manageable systems that elevate your business from a single company struggling to answer calls, to a nationwide operable organisation capable of sustaining more growth.
  • Saves time, effort and money.
  • No need for expensive telephone system upgrades
  • Low investment, swift ROI
  • Control settings via secure web interface
  • Scale queue limit up and down as and when required
  • Prioritise order in which agents receive calls.
  • Live queue statistics
  • The system sits securely in the Elite Telecom cloud, so you do not need any equipment on site freeing up time and resources.
  • Opt out of queue to leave a message feature
  • Inform callers of their position in the queue
  • Customised marketing messages that can be updated instantly to reflect the current promotion
  • Professional voicing services also available

Key Features of On Premise and Hosted Call Queuing

  • A sophisticated solution unlike any other call queuing service on the market
  • Allows your customers to know when they will be dealt with in a time efficient manner
  • Answer 100% of calls without the added cost of hiring more staff
  • We acknowledged a high demand for an intelligent telephone call queuing system from our customers and this resulted in the creation of our very own superior solution, which delivers unrivalled results to call centres and telemarketing organisations
  • Control settings via secure web interface