Why should your Business consider using your phone-systems ‘Call – Queues’ features ?
Service-delivery and customer-experience are key determining factors of a successful business, and it is becoming increasingly essential to use the tools available to differentiate your service-offering as a business to your prospects and Customers alike.
Call queues provide a number of benefits to Customer Service, Sales, and Support operations of an business.
When a caller phones your business, the call will usually be greeted with a custom ‘welcome message’, usually offering a number of options as to which department or team the caller can choose to connect to. Each option is a ‘Call Queue’ and typically represents a ‘department, or team, within your business.
Each ‘Call-Queue’ can have different messaging recordings about different aspects of your business or service, for example.
This means your Customers can be played messaging specific to the queue they have chosen – for example your ‘support queue’ messaging may talk about your online helpdesk or your web chat options if the Customer wants an instant response.
Call Queues offer a number of other features to help you improve your customer’s experience of doing business with you – and to help your teams to deliver that experience.
Here are a few of the tools our business phone-system offers – and these are common features in most cloud pbx platforms / VoIP systems
Queue position announce – Use queue-position announcements to keep your callers updated as they wait for someone to answer their call with information about where they are in the queue.
Queue call-back – instead of asking your callers to wait on hold on your service line, for example, you can offer your caller the option of a call-back when it becomes their turn in the queue. This can avoid frustration, and allows your Customer to get on with other things while they wait to talk with you.
Optimum Call Routing / Skills-based routing) – opt to route inbound callers directly to the best team or agent to deal with that call (e.g. the dedicated Account Manager for that Customer) to drive better results and outcomes.
Call Distribution – queues can distribute calls equally among your agents which prevents overworking and overwhelming. Or, you can route new calls, for example, to the ‘least busy’ agents.
Queue Monitoring- see at a glance from the ‘Admin Overview’ exactly who, and how many agents are available or unavailable in each queue. Easy and instant ‘Drag-n-Drop’ to move your agents around between your queues -to cover busy times or holidays /sickness etc.
Are you making the most of your Business phone system ?
Get in touch for a chat or a quick Demo – We love to talk!
Call the Hybrid Team today on 03300564565 , or email us at hello@hybridcomms.io
