The Call Labeling and Blocking Ecosystem + How to Navigate It

The technology of call queuing is central piece to inbound contact centers. When dialing a queuing phone system, customers often receive a welcome message and an IVR menu before being sent to a queue, where they hear hold music and position announcements until an agent becomes available.

In call queues, the typical distribution method is first in, first out. For example, an automated call distributor (ACD) is used in call centers to route incoming calls to certain specialized agents in your contact center. ACDs queue calls until those agents are available.

Call queues simplify callers to obtain telephony services, while ACD queues relieve call center and service workers.

Additionally, there are specific agents whose phones are always plugged into the call queue. Some call queues additionally support dynamic agent connections. During call peaks and high-volume phone calls, extra agents can connect their phones to queues to help other agents and ensure smooth service for callers. As the number of calls in the queue lowers, new agents can detach and return to other activities.

The power of call queue in inbound contact centers

The technology of call queuing is central piece to inbound contact centers. When dialing a queuing phone system, customers often receive a welcome message and an IVR menu before being sent to a queue, where they hear hold music and position announcements until an agent becomes available.

In call queues, the typical distribution method is first in, first out. For example, an automated call distributor (ACD) is used in call centers to route incoming calls to certain specialized agents in your contact center. ACDs queue calls until those agents are available. Call queues simplify callers to obtain telephony services, while ACD queues relieve call center and service workers.

Additionally, there are specific agents whose phones are always plugged into the call queue. Some call queues additionally support dynamic agent connections. During call peaks and high-volume phone calls, extra agents can connect their phones to queues to help other agents and ensure smooth service for callers.

What are the technologies your call center needs for call queueing?

Let’s take a look at the some of the key technological components and tools you’ll need to set up your call queueing system:

Interactive Voice Response system for call centers

When a consumer dials the company’s telephone number and his call is routed to the call center software, the first thing he hears is a welcome message that introduces the company and informs the customer that he has dialed the correct number. Following that, the IVR system joins the game and communicates with the consumer via voice response, presenting several possibilities for him to input the one he has selected. The previously set IVR will handle the call where the consumer would be better served. Because contact centers get a high volume of calls, it is inefficient to have one or more personnel screen them and route them to the appropriate team agents. The IVR, on the other hand, makes this distribution of calls simple by automatically filtering and redirecting them, boosting the efficiency of the help.

Automatic Call Distribution System

An ACD or automatic call distribution system effectively routes calls to the agents who are active, available, and best equipped to handle them.

ACD is the primary characteristic that separates a telephone system from a switchboard, which lacks this functionality and call center software, which requires a dynamic and efficient automated call distribution system to manage a large volume of calls with limited resources.

Advantages of call queue for inbound contact centers

Currently, one of the primary problems of many businesses is how to manage their client relationships. This is because contact centers now understand that poor customer service and low customer experience has a direct impact on their profits, both positively and negatively.

Here are some of the advantages of improved customer service provided by a call queueing system:

  • Customers grow more loyal and more engaged to company.
  • Customers feel less stressed in a well-organized queue because they have less to worry about.
  • The list of new customers grows as a result of the customers’ positive referrals.
  • Lower investment required to recoup lost consumers.
  • Better customer complaint and claim handling.

1. Flexibility

Unlike the traditional telephone system, a call queue system is far more flexible when it comes to how you configure your queues and how your team manages them. Call queue software can be highly customized, allowing you to configure various queues in order to fit the size and complexity of your contact center.

2. Easier to Use

Since a call queue system does not require any human interaction, you will save time on administrative tasks like ticket bookings, waitlist, etc.

How can you customize a queue?

A queue may be adjusted in a range of settings; however, these are the primary requirements you should take into account:

  • Queue-wait or the maximum number of calls that can be queued.
  • The maximum amount of time a phone call can be held in the queue.
  • The sentences that clients can hear while phoning and entering the queue. This can be a greeting message, a song, a melody while waiting, or a farewell message once the maximum waiting period has passed.
  • Penalties for phone extensions that do not answer calls in the queue within a certain amount of time.

Customers nowadays are digital-first, and that is non-negotiable. They want to be informed, they like to be the first to hear about breaking news, and they value being present when significant events occur. They want brands to communicate in their language and through their preferred platforms. This may be either a tremendous difficulty or a fantastic opportunity!

Mike McGuire, Director of Contact Center Digital Transformation at NobelBiz, joins Craig Sell, Director of Association Development at PACE in this PACE Community Insight videocast to discuss how to be where your clients are using technology and how to create an amazing seamless customer experience that will put your Contact Center business in the spotlight.

With a background in Anthropology and a passion for digital marketing and copywriting, Georgian enjoys translating complex, often technical, concepts into everyday words. He loves optimizing everything, from texts, marketing funnels, and PPC campaigns to visual creations, social media feeds, or landing pages.

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