Dale Holub

What is Virtual Queuing?

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Virtual queuing is basically the ability to hold a caller’s place in line (virtually, of course) so they don’t have to sit hold hold and wait. This allows callers to go about their day and gives service reps the time to work through customer interactions without interruption. Here’s an in-depth look at how virtual queuing works and some of the major benefits that come along with using this technology.

How Virtual Queuing Works

We’ve established what virtual queuing is, but you may still be wondering how it works. When all service reps are busy on other calls, new callers are queued into a virtual line instead of waiting on hold. The caller’s phone number and general reasons for the call is stored, and they are called back in the near future when it’s their turn to speak with a representative. Think of it as replacing “Please hold” with “We’re all busy right now, but we’ll call you back as soon as possible.”

The Benefits of Using Virtual Queuing

Nobody enjoys having to wait on hold, and it can result in a negative customer experience. Virtual queuing actually improves customer experience by removing this annoying frustration. That’s not the only positive impact it has, though. Other noticeable benefits of virtual queuing include:

  • Virtual queuing reduces the number of abandoned calls

Hold times often vary depending on the number of incoming calls (as well as the types of situations) that are being handled at that moment. This can lead to longer hold times and inaccurately estimated waiting times for customers. People that have to wait on hold for an extended period of time are more likely to hang up due to frustration or other obligations, possibly never to call back in the future. Allowing them to be contacted when a representative is able to speak with them gives those callers the opportunity go about their business instead of just waiting on the line.

  • Increases customer satisfaction

Customers appreciate virtual queuing because it shows them that the company they’re calling values them and their time. Callers are no longer pulled away from their work, family or friends just to sit on the phone and wait. Remember that customers ultimately want to do business with companies that value them and their needs.

  • Reduces customer frustration

The longer a caller or customer has to wait on hold, the more frustrated they will likely become. Wait times can’t always be controlled, especially during busy times of the day or peak seasons (holidays, etc.). A frustrated customer can be more difficult to work with and dealing with multiple frustrated customers may lead to a lower rate of first call resolutions as well as a decrease in brand loyalty.

  • Increases efficiency and first call resolutions

Virtual queuing makes it possible for customer service reps to concentrate on the call at hand, without having to juggle multiple customer issues simultaneously. This results in more focused and productive conversations and less time spent per call with customers. Virtual queuing also allows reps to prepare for the call back conversation, enabling them to have information and possible solutions ready to work through, ultimately improving the rep’s operational efficiency and their ability to resolve issues on the first call.

  • Combats spikes in call volume

By allowing reps to call customers back when they are available, they can reduce stressful situations due to a flood of inbound calls. This is especially true during busy times, promotional events and holidays. When reps don’t have to worry about a long line of callers sitting on hold, they won’t feel the need to rush through customer interactions and difficult situations, which should improve each customer conversation and their overall satisfaction.

Implementing virtual queuing is a great way to improve customer satisfaction, manage expectations and increase operational efficiency. This technology also shows customers that you value them and their time, which surely will have a positive impact on their brand loyalty.

If you’re interested in hearing more about virtual queuing and how it can affect your contact center’s service, call us today and speak with one of our team members.


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