Whether you're running a full-service contact center or a small help desk department, call queue software can help you manage inbound calls more efficiently. With properly structured call queues, your business can handle more inbound calls without adding more agents or increasing overhead. And with essential features like queue callback, you can also improve customer experience.
But like any other cloud-based business application, hosted call queuing software must be implemented thoughtfully in order to provide these benefits for your company and your customers. In this post, we'll discuss some of the foundational elements you need to use call queue software effectively in your business.
How to Implement Call Queuing Software Effectively
Switching to a new call queue software provider? Or, is your business simply looking for ways to make the most of your existing solution? The following steps will help you ensure that you are using your call queue software to the benefit of your business and your customers.
1. Evaluate your customer needs.
Before you start creating call queues, you need to understand your most common customer needs, and which agents or departments are best-equipped to meet them. Start by defining the elements of the perfect experience for each type of contact that your business receives. At the very least, you need to be able to answer these two questions:
What types of contacts does your business receive?
To answer this question, break down your prospect and customer base into basic categories, and make notes about their personas. Examples include vendors, current customers, prospective customers, etc.
What types of questions does each contact type ask?
Identify the common issues or questions that each persona you defined in the last segment receives. For example, current customers might frequently call in with questions about account balances, service interruptions, or purchase requests.
2. Map contact personas and needs to specific call queues.
Based on the combinations you created using the questions listed above, you need to determine which department each contact will be routed to. Example: current customers with questions about their account balances are routed to customer service, while current customers with questions about service interruptions are routed to tech support.
By mapping caller needs to specific call queues, your business will be able to increase first call resolution, minimize call transfers, and reduce average handle time.
3. Integrate IVR software applications where possible.
Use the call routing structure that you created in the previous step with an IVR software solution to route callers to the call queues that you've created.
IVR software, or virtual auto attendant, uses information inputted by callers to route calls to the appropriate department. You don't need a live receptionist; you simply create your IVR structure and upload a recording of your IVR menu. Your IVR solution does the rest.
4. Use queue callback for each call queue.
Now that you have the right calls routing to the right call queues, you will find that customer needs are addressed far more quickly. But, if you have not added any new agents to your business, you may find that customers are still waiting on hold.
Reduce abandoned call rates by implementing queue callback, a feature that allows callers to request a call back from the next available agent without losing their place in the call queue. Your callers won't have to wait on hold, and your agents will be able to handle call volume more effectively.
By following the steps outlined above, your business can make the most of your call queue software solution. If you're looking for more information on call queuing software and call queue management solutions, explore these related articles: