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Glossary

What is Calls In Queue?

A call in queue is a feature of a corporate phone system that assigns inbound callers to a virtual line (queue) based on pre-defined criteria, placing them on hold until the best agent is available to assist them.


When a customer contacts a call center then they get directed to the available customer representative agent. But, sometimes the number of calls can be increased in comparison to the number of available call center representatives


Therefore, a call queue can automatically distribute the calls of the customers on the call order. Additionally, it helps the call centers to manage all the calls from the customers in an organized manner.

How Does a Call In Queue Work?


Call queue works by setting callers in a line based on when they called the contact center. Customers that call in early are placed at the front of the line, while those who call later are pushed back. Agents should be accessible as soon as possible to handle the clients in line.


When the customers are on waiting to talk with the call center representative, then they continuously hear greeting information. On the other side, while customers wait, many call centers play music. Whereas certain call queues will inform clients how long they will have to wait, depending on the technology. Callers can also leave their contact information so that a customer service person can contact them later.


Call queues help contact centers route customers to an available agent more effectively than just leaving them on hold. As a consequence of not needing to wait in line for a single customer care representative line to open, customers report shorter wait times. Call queue management can enhance customer satisfaction, first-call resolution rates, and reduce abandonment rates.

How a Call in Queue Can Be Beneficial for Your Organization?


Some organizations receive a huge number of calls in comparison to the available call center representative. So, with a call queue, customers will wait for a long time. Therefore, using the right technology will help you to move callers more efficiently towards a better representative who can handle their issues in a better way.


Call queues allow call centers to deal with higher call volumes more quickly. They can help customer service agents improve their incoming call statistics by answering more calls. Advanced call queue software detects when a customer has been on hold for a lengthy amount of time and automatically takes mitigating measures to avoid the caller from hanging up.


Well, here we summarized a list of a few key benefits of call in queue. Have a look at them!


1. A call queue provides a range of tools and practices that helps in reduce waiting time and also improve customer support.


2. It plays a vital role in enhancing customer satisfaction.


3. A call queue helps the sales team to get the follow-up on leads from the customers which leads to improve the sales.

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