Queue's are an important part of a call centre, allowing for the call peaks and trough’s to be managed efficiently. The main issues associated with call queues are normally initial equipment costs and then the difficulty associated with the set up and maintenance (changing audios / hold music etc. With our system, we queue the calls in our network and only release them to the call centre as and when there are people available to answer the calls.

Our system can be told the amount of agents (user definable via the website) which are available to take calls & we will release up to that amount of simultaneous calls into either a conversation or ringing state, if 20 agents were defined, the 21st (upwards) simultaneous call to be presented into our system, would queue and be played the hold music / messages that you have chosen. Visibility of the queue stack is vital to running a successful call centre, so we offer a "Wall Board" view which refreshes every 10 seconds to show this information.

Our queuing systems are particularly good for call centres who answer calls for multiple customers, as this type of environments can suffer from once customer’s campaign swamping all available ISDN lines, consequently all customers become affected. In this scenario, the linage element of the queue system can be used to limit the amount of calls which are presented through for this customer, thus keeping capacity available for the rest of your customer base.

A resent development to our queuing facility is a Queue Callback, this facility allows the caller to keep their position within the queue and opt to be rung back automatically by the system when they are nearing being able to talk to an agent. Thus allowing the caller to carry on with other things and increasing their overall Customer Experience.

Call us on 1800 91 1800 to discuss how our Queue system could help you.