What is Virtual Queuing? A Simple Solution to a Frustrating Problem

Customers hate waiting to speak to an agent.?

Everyone knows this.?

The question is, why do so many businesses keep putting customers on hold??

Especially when the solution – virtual queuing – is highly effective and readily available.

Who knows.?

What we do know is that implementing a virtual queuing system at your contact center is a win-win situation for all involved: customers, agents, and contact center managers.

In this post:

• What is virtual queuing?
• How does virtual queuing work?
• What are the benefits of virtual queuing for contact centers?
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What is virtual queuing?

Virtual queuing is when an inbound contact center allows a caller to hang up rather than making them wait on hold.?

The system places the customer in a queue, and an agent calls them when they are free.?

Good systems also record general information about a customer’s problem.?

They then automate the call-back process based on predefined criteria.

(In effect, adding some outbound call center powers to your inbound work!)

This creates a simple solution to the much-despised problem of waiting on hold. It benefits all involved.?

Here’s how:

• Customers love virtual queuing because they can get on with their day instead of spending time growing frustrated while sitting by the phone.?
• Contact centers benefit from happier customers and the ability to schedule calls at times of lower inbound volume.?
• Agents know the type of problem the customer has in advance, helping them solve it faster. And they spend less time dealing with stressed-out callers.

How does virtual queuing work?

There are several different ways contact centers can implement virtual queuing. But they all tend to follow a similar process.?

Here are four typical steps:

1. A customer calls your contact center.
2. They are put through to your IVR when no agents are available.
3. They are placed in a virtual queue. The system stores their phone number and the reasons for the call.
4. When the customer reaches the front of the queue, a free agent makes the call.?

Different solutions put their own twist on this basic process.

Callbacks based on agent availability

Some only place outbound calls when call volume dips below a certain level. This ensures maximum agent availability during times when you deal with a lot of inbound calls.?

This is a better solution for customers than waiting on the phone. (Although, it’s still not quite ideal.)?

The time it takes for inbound calls to drop below the predefined level could be five minutes, or it could be fifty minutes. People have busy schedules, and this ambiguity means they may not be able to take a call when you contact them.?

Callbacks based on time slots

Another solution is to provide customers with a time-slot for their call. Scheduling means customers can ensure they are free when you contact them.?

But this method can be problematic for contact centers.?

What if there is a sudden high volume of inbound calls at the agreed-upon time??

Agents will either be too busy with the appointment to answer incoming calls or too busy with incoming calls to make the callback.

This is especially frustrating if the contact center was less busy earlier in the day – agents could have spent this time making outbound calls.

?

The best choice is a virtual queuing solution tailored to your needs

The best solution is to use No-Code software that allows your contact center to build systems around existing processes.?

You can integrate the technology with your CRM, IVR, and auto dialer to create predefined automations that reschedule calls in a way that suits your business and your customers.

This type of solution is favorable because:

• It provides flexibility in how you organize callbacks. Use agent availability, call-volume, or scheduled blocks.
• Integrating the system with your existing tools means agents don’t have to learn how to use new tech.
• The system works with your contact center CRM, so customer support reps go into each call with the information required to provide a satisfactory solution.?

What are the benefits of virtual queuing for contact centers?

Continue reading the full article here.