Keep your Customers with Efficient Call Queue Management
Around 60% of callers hang up if their phone call is not answered within 60 seconds. Very few will actually wait and be patient for their call to be picked up. That’s a huge number of callers that leave your business feeling dissatisfied because they never got to air their concern, question or complaint.
How can you minimize the chances of this happening? By implementing a call queue management strategy.
Pre-Route Calls
Imagine a call queue a bit like you would a physical queue. You step into an office and you see the different service desks for accounts, sales, customer service and so on. You then queue up to the department you feel will meet your needs. Same goes with queue calls. Queue calls are calls that are waiting in a queue to be answered.
By setting up rules from before you can route these calls accordingly and save your customers being on hold for too long. These rules, known as real-time queue management, determine how calls are routed. When done well, call queue management results in an improved, more efficient call flow which, in turn, reduces wait times.
- Less wait times
- Better team management
- Skill based routing
- Call Center Analytics & Reporting
- Improved Productivity
- Boost Customer Retention
RingQ Call Management
RingQ comes with queue management software at no additional cost. You can choose to route your calls based on the best-skilled agent to take the call, on the workload of each agent and you can even give callers the option to be called back and avoid waiting altogether.
In addition, you can use the integrated IVR/Digital Receptionist function and callers can “self-serve” depending on what they need.
