Definition: A call queue is a system used by call centers to manage incoming calls when all agents are currently busy with other customers. When a call is placed in a queue, the caller is placed on hold until the next available agent is able to take their call. While call queues are an essential part of call center operations, long wait times can lead to frustrated customers and decreased customer satisfaction. This is where a voice Interactive Voice Response (IVR) system can help.
Why is a Call Queue Important in a Call Center?
A call queue helps manage large volumes of incoming calls, ensuring that all calls are answered in the order they are received.
How to Measure the Effectiveness of a Call Queue?
The effectiveness of a call queue can be measured by looking at metrics like average wait time, call abandonment rate, and customer satisfaction.
How to Improve a Call Queue?
A call queue can be improved by optimizing staffing levels, improving call routing, and implementing AI-powered solutions like OpenQuestion.
Improving a Call Queue with OpenQuestion
OpenQuestion can streamline call routing and reduce wait times, thereby improving the effectiveness of a call queue and enhancing customer satisfaction.