This feature offers your callers the option of remaining on the phone while they wait for a representative to answer.* The Call Queue lets you choreograph the experience with any combination of directional prompts, on-hold music, specialty messages and information about your business. It’s a thoroughly professional experience for callers – helping you to minimize the number of unanswered calls, voicemails and, sometimes, missed opportunities.
Call Queues help businesses manage large call volumes with limited staff, a bottom-line efficiency that companies appreciate. Plus, it’s easy to customize and adjust from your Admin Portal, so you can streamline the feature over time with specific prompts and messages that help set customer expectations.
How It Works
Companies apply a Call Queue to a specific phone extension and set up the queue using the options and messaging prompts that will direct callers to the appropriate agent. Agents are assigned to a queue and log in with a PIN. When callers dial in, they’re taken through the sequence that you set up in advance until their call is answered by an agent. Several management functions also allow administrators to access statistics and reporting that can be used to improve service and assess the caller experience.
Why You’ll Like It
- Manage large call volume with limited staff.
- Present an engaging, professional experience for callers.
- Cut down on missed calls and voicemails.
- Customize queues with call tags to drive specific inquiries.
- Add a Call Queue to support sales, customer service, or tech support.
- Monitor activity and pull reports from the system.
- Promote marketing campaigns within queue messaging.
This feature should not be confused with a Call Group, which rings multiple extensions simultaneously. Call Queue is a more robust feature with a full set of customization options.
Call Queue can be added directly from the Admin Portal, and as needed, our Customer Care team will assist in configuring your queue to best suit your business.*As low $0.03 per-minute charge applies when callers are on hold before the agent answers.