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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.
The implementation of a virtual queue brings numerous advantages for call centers:
There are different types of virtual queues that can be customized according to call center requirements:
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.
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.
These systems call customers back after a predetermined waiting time. Particularly suitable if a short wait is expected.
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.
There are various ways in which customers can enter a virtual queue:
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.
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.
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virtualQ – 2023
Your contact to recruiting
Lisa
virtuaQ – ist die eine Datengeriebene und smarte KI die automatisierende Rückruf-Lösung für Unternehmen & Organisationen anbietet. Die Ihre Sales- oder Service- Verbindungen zu Ihren Kunden glättet. Dadurch können Sie relevante Business-Effekte erzielen:
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