The top 5 effects on your customer service & 14 typical use cases.

Callback and appointment solutions for every channel.

perfect solution for your industrie.

About us – Partner, our team & open vacancies.

Insights – industry knowledge, success stories, press reviews & more.

What is a virtual queue? - Can my call center also benefit from it?

December 4, 2024

Content

Advantages of the virtual queue
What types of virtual queues are there?
How do customers get into the virtual queue?
Is the virtual queue suitable for your Inbound Concact Center?
More efficiency and customer satisfaction through virtual queues

A virtual queue allows callers to hold their position in the queue without actually having to wait on the phone. Instead, they can choose to be called back as soon as it is their turn and leave their contact details in the system. The position in the queue is held virtually. A distinction is also made between several types of virtual queues.

The queuing system stores this data until a customer advisor is available and then connects the caller automatically. Lines are not blocked during the virtualQ waiting time and the customer is informed of the exact callback time.

Virtual queues often take into account various factors such as the current call volume to determine the optimal callback time. They offer a flexible solution for customers who prefer to use their waiting time in a different way, similar to restaurants that inform guests by text message as soon as a table is free.

Advantages of the virtual queue for call centers and customer service

The implementation of a virtual queue brings numerous advantages for call centers:

Increased customer satisfaction: Avoiding long waiting times improves customer loyalty. The number of repeated calls decreases.
Lower abandonment rate: Because customers maintain their position in the queue and know they will be called back, they are less frustrated and less likely to abandon calls.
Improved employee satisfaction: Agents also benefit as they are confronted with fewer frustrated callers. This improves the overall working atmosphere and reduces stress. Multiple virtual queues can be set up so that requests are handled as soon as specialized agents are available.
Efficient use of resources: Virtual queues can help to manage periods of high call volume by rescheduling calls to a period of lower call volume. The workload is evenly distributed among call center employees. Call centers with peak times in the morning can use callback solutions to spread the call volume throughout the day and thus make better use of resources.

What types of virtual queues are there?

There are different types of virtual queues that can be customized according to call center requirements:

1. Basic version

In this simple variant, customers wait the same amount of time as usual, but without having to stay on the phone. They are called as soon as it is their turn.

2. Scheduling systems – calendar entry type

Customers can choose from various time slots to be called back by the call center at a specific time. This is ideal for distributing calls throughout the day and offering customers flexibility. Call centers have great flexibility in creating the number of time slots and available times. Calls to customer service can also be answered outside of business hours and calls are returned during business hours. Calls can also be distributed more evenly throughout the day.

3. Waiting time based systems

These systems call customers back after a predetermined waiting time. Particularly suitable if a short wait is expected.

4. Forecast-based systems

Calls are put on hold at times when experience shows that the call center has a lower call volume. However, this variant can lead to customers not knowing the exact time of the callback. The time of the callback can be unfavorable and the customer cannot be reached.

With virtualQ, the exact recall time is specified
Your customer satisfaction increases

How do customers get into the virtual queue?

There are various ways in which customers can enter a virtual queue:

Telephone or cell phone: Via a service number and an option in the automated voice menu.
Website: Via a form or a pop-up that offers the callback.
Chat module on the website: An integration that is directly connected to the queue software.
Mobile app: Customer-friendly, as they can be called back directly via an app.

Is the virtual queue suitable for your inbound contact center?

Many inbound call centers struggle to maintain the right balance between the number of agents and the number of incoming calls – despite good planning and forecasting.

Virtual queues are particularly useful for inbound call centers that regularly experience high call volumes. If your call center often has long wait times and a high abandonment rate, a virtual queue could help you better manage call volumes.

In addition, a virtual queue can help to distribute the workload more evenly, which increases the efficiency and satisfaction of the team. This makes virtual queues ideal for call centers that need to respond flexibly to fluctuating call volumes.

More efficiency and customer satisfaction through virtual queues

Would you like to optimize the performance of your call center and increase customer satisfaction? Find out more about our virtual queuing system and contact us for individual advice.

Our further platforms

virtualQ on LinkedIn!

virtualQ on youtube!

SUBSCRIBE TO THE NEWSLETTER

Discover the latest trends and exciting news about virtualQ and the customer service industry in our newsletter. Stay up-to-date and don’t miss any important news!

We are virtualQ

Discover who we are, what drives us and how we are revolutionizing the industry. Meet the team responsible for our success and learn about our passion for innovation.

You are currently viewing a placeholder content from Vimeo. To access the actual content, click the button below. Please note that doing so will share data with third-party providers.

More Information

Unblock content Accept required service and unblock content

Success Cases

Exciting success cases of our customers

Check out many interesting success stories of our customers and how virtualQ has been applied in customer service to support them.

Challenges in customer service

Efficient customer service makes the difference: Tips, tools & technologies to overcome challenges & sustainably increase customer satisfaction.

Default, News

What is a virtual queue? – Can my call center also benefit from it?

What is a virtual queue and what advantages does it offer? What are the different types and when is it

Default, News

Web callback: Revolutionize your customer service with this clever solution

Improve your customer service with Web Callback - smart technology for optimal communication and greater customer satisfaction.

Default, News

EU AI Act in contact centers and customer service: everything you need to know

How does the EU AI Act regulate the use of AI in contact centers? What impact does this have on

Default, News

Contact avoidance in customer service: a look at the trend study 23/24

According to a trend study, contact avoidance in customer service is more important than ever before. virtualQ unterstützt Unternehmen dabei,

Default, press

CCV QUALITY AWARD: virtualQ and Transcom win “Best Partnership” award

Transcom and virtualQ won the CCV Quality Award 2023 Best Partnership this year: "A partnership of equals".

Your message to virtualQ

How can we help?

We offer you direct contact to virtualQ. You can find direct contacts for your request here.

Schedule a personal demo

A demo says more than 1,000 words. Schedule an appointment with us directly with just a few clicks. We will personally show you the power of virtualQ AI algorithms and your possibilities.

Get inspired

Numerous success stories, interviews, videos, whitepapers, e-books, webinars as well as news and blog articles are waiting for you. Discover the many ways you can make your customer service and sales unique.

Become a partner

Let us grow together. Are you an ACD software provider, workforce management provider, BPO, contact center service provider or a consultancy? Become a partner now!