Let’s face it, no one enjoys waiting in line. Whether we’re getting a coffee, a car wash, or checking into a hotel, we all just want fast and easy service, so we can get on with our day.
This same rule applies when people call into your contact center.
And if you think that more people are contacting you via your digital channels instead of calling you, think again. In our 2018 Customer Experience (CX) Transformation Benchmark survey, 66% of the 2,400 customers we polled told us that—despite all the other channels available to them—their top preference to connect with a company remains a phone call with a live agent. So to ensure you are providing the service your customers demand, you need to effectively manage your call queue.
What is a call queue?
When your customers call your contact center and all your agents are busy, they “line up” in a call queue where they wait to be connected to your next available agent who has the right skills to handle the call. With call queue management, our goal is to answer these inbound calls as quickly and efficiently as possible. If call routing takes too long, customers become frustrated. At best, they hang up and call back later or try another channel. At worst, they abandon your company completely, take their business to the competition, and post about their negative experience on social media.
So, what can you do to ensure your call queues aren’t risking your company’s revenue and reputation?
Here are five suggestions:
Find a Call Queue System That Works
Your contact center call queues play a critical role in your customer experience strategy. Ensure you are implementing call queuing solutions that can help you optimize your agent resources and maximize your ability to strengthen customer relationships. Learn how
Omnichannel Routing solutions can help your company improve call queue management so you can deliver an enhanced customer experience, reduce costs and protect your customer base.
