What does invisible queue mean?
In reference to the terminology used in call centers in India and across the world, an invisible queue is regarded as
a call center queue where the caller is not told about his position in the
queue and also, how the queue is proceeding or moving. Unlike a real-life
queue, it is an intangible entity. You cannot touch and feel it, but it exists.
It is not revealed via a Graphical User Interface (GUI). It is a thing that
very much exists; however, the users do not get to see or monitor it. It is not
visible to end-users; thus, it is called an invisible queue.
In layman’s language, it is a term used when
callers are waiting for a customer care representative to answer their calls
and are not informed about how long they will have to wait.
If we compare the difference between standing in
a queue in real life and an invisible queue in a call center, we will observe
that in real life we can judge our position and the time it’ll take for us to
be the head of the queue through its movement; however, it is not the case with
being in an invisible queue. In an invisible queue, you connect with a call
center and expect an instant answer; however, when that does not happen as many
people are waiting before you, you tend to become irritated and unhappy about
the entire situation.
The resolution to handle such a situation is to
play live messages announcing the actual position in the queue or at least the
estimated wait time before being heard or serviced.
On the other hand, a visible queue will allow a
caller to be aware of their position in the queue and/or the expected wait
time. This will enable a caller to decide whether to hold. They will keep in
mind the expected answer time as well as how quickly the position in the queue
moves.
Invisible
Queue in a Contact Center
In a contact center, an invisible queue is
created by a process called Automatic Call Distribution, or ACD. This
transitions long-standing callers to the next agent while they wait, often
listening to informative announcements or, more often, to music.
Invisible queues can be solved by playing
messages which announce the position in line and the estimated wait time. These
messages should be sent out every 30 seconds or so.
In contact centers, people will abandon a queue
(i.e. hang up the phone) when they have given up on waiting. The contact center
must understand the amount of time people will spend in a contact center queue
and ensure that they come up with the wait time that is feasible for the
customers.
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