What are call queues?
There are solutions designed to organize incoming calls when all lines are busy. This is where the call queue function comes in, but what exactly is it and how does it work?
A call queue is a feature usually included in a virtual PBX system, allowing agents to answer multiple incoming calls that are placed on hold. This function places customers in a “queue” when all agents are busy. You can think of a call queue as a virtual waiting room, where customers wait to be assisted while the agents become available. The main goal of this feature is to manage customer service efficiently, especially during peak hours.
How does a call queues work?
When a customer calls and all agents are busy on other calls, the system automatically places the call in a waiting queue. Depending on the setup you’ve previously configured, calls are distributed based on different factors.
For example, Megacall’s PBX offers flexible call queue settings, allowing you to choose the distribution strategy that best fits your business. One option is “random distribution,” where the first available agent will answer the next call in the queue. This is one of the simplest and fastest ways to manage queued calls.
There are also other scenarios, such as distributing calls equally. In this case, the system routes the next call to the agent who has spent the least time on calls or has been idle the longest. This way, the workload is shared fairly among the team.
Another option is to distribute calls by turn. In this setup, you define the order in which agents will handle incoming calls. On the other hand, there’s also the possibility of ringing all group extensions simultaneously.
By default, the system will use “manual configuration,” where you can set both the order and the call time for each employee.
Advantages of managing calls with a call queue system
- Avoid losing important calls.
When all lines are busy, a call queue ensures that calls are handled in the correct order, preventing missed opportunities.
In addition, with solutions like Megacall’s virtual PBX, you can configure a voice menu with different queue scenarios depending on the type of inquiry. - Improve the customer experience.
To properly manage a call queue and reduce the chances of customers hanging up, you can customize the queue with hold music or informative messages. This keeps the customer engaged while they wait and improves their overall experience. - Organize workflow.
Thanks to the ability to direct calls to the queue according to the pre-configured order (evenly, randomly, by turn, or all at once), you can create a smoother workflow and reduce stressful situations during periods of high call volume. - Faster response times, resulting in more efficient service.
By managing queued calls automatically, you improve response times and reduce the risk of human error.
Keep the customer on the line. The importance of customizing the waiting experience
Sometimes, the first impression of a service doesn’t start with the conversation itself, but with the wait before it. Call queues are part of the customer experience, and it’s important to make that waiting time as pleasant as possible to avoid losing the customer before the call even begins.
With Megacall, you can reduce this risk by personalizing the waiting experience in your call queue. How can you do this?
- Custom hold music. Choose audio that matches your brand identity. You can opt for corporate music or something relaxing to make the wait more pleasant without becoming annoying.
- Informative or promotional messages. While the customer waits, you can use that time to share useful information or personalized messages such as your business hours, current promotions, answers to frequently asked questions, or updates on the estimated wait time.
Why does a business need a call queues?
Beyond the advantages already mentioned, if a company receives a constant volume of calls or experiences peak times during certain hours, implementing a call queue system ensures an organized and professional customer service process.
Not having a call queue can lead to problems such as customer frustration, agents receiving calls without any clear order, missed business opportunities due to poor call management, and the risk of projecting an unprofessional image.
It doesn’t matter whether the business is small or large, managing calls properly shows commitment and a serious attitude toward providing quality service. Plus, integrating this kind of feature isn’t complicated. Platforms like Megacall’s virtual PBX make it easy to set up a call queue system that adapts to your company’s needs.
How do you set up a call queues?
Using Megacall’s virtual PBX as an example, getting started with a call queue is very simple.
First, you need to connect a virtual number. With Megacall, you can link your system to a number from a wide range of countries.
Once your number is connected, you can configure the virtual PBX. This is where you’ll find the call queue feature, along with many other options, for example, setting up an IVR (interactive voice menu) so customers can select the department they want to reach. You can also configure business hours, a voice message for the call queue, and a custom ringtone.
