Instead of letting callers hear a busy tone or continual ringing, Call Queueing automatically answers the call and then holds callers in order until a handler is available to answer. This feature is a valuable asset to companies with a consistently high volume of incoming calls or those that experience periodic surges of unmanageable call traffic.
Calls can be queued on the system or in the cloud. Either way, whilst waiting, callers can hear music, periodic announcements or their position in the queue, meaning they can make an informed decision whether to wait, call back later or request a call back. The ‘call-back’ feature enables callers to reserve their place in the queue and receive an incoming call (to a number of their choice, not necessarily the number they called on) when they are next in line. The system dials automatically which means no additional work for your staff.
Our Intelligent Cloud Queueing (ICQ) solution is an excellent product that brings together effective call queueing and detailed visibility of call traffic. You may know how many calls you receive each day, but do you know how many calls don’t get through? We can show you the complete picture, giving you a full understanding of caller demands; including the number of calls received, peak call times and the average time you take to answer. What’s more, we can provide this information in real-time, so you can quickly flex your resourcing when you need to.
ICQ can be applied to any system (even those still utilising the ISDN network) as a stand-alone service enabling the handling of more calls whilst relieving pressure on the call handlers.
- No busy tone or continual ringing
- Every call gets through
- Never run out of lines
- Reduce missed opportunities
- Answer more calls without compromising customer service
- Allow callers to route their own calls or request a call-back
- Music, messages and queue position announcements whilst on hold