Queue Management Systems

Written by Elisabeth Forsythe
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For call centers, their call queue is their lifeblood. It’s a steady stream of potential customers who may want to buy services and products, or current clients who need help answering questions. Make no mistake: having a great sales pitch is wonderful. Having a team of customer service representatives ready to help at the ring of a phone is also fantastic. But without an organized queue of callers, your call center could be dead in the water.

Queue management systems can be useful for organizing incoming callers. If, for example, you’re a successful help center, you’ll have hundreds--even thousands--of people calling in. If they’re scattered all around your phone system, they could be forgotten or even lost. And no one likes to wait on hold for very long. These could turn into customers that hang up--and never phone back.

With a queue management system, all calls are lined up in whatever order you choose--first in first out, perhaps, or last in first out. You could also choose to organize the queue by what product they are calling in reference to, or what specific issues they want to discuss. In any case, a good queue management system will get those customers through the bottleneck as efficiently as possible, so that your center can address every call in a timely manner.

Queue Up for Great Customer Service

Queue management systems can also be a boon to outgoing call centers. Predictive dialer software will organize all of your potential leads into one queue, and connect your agents to connected calls. This is far more efficient than having your sales staff dial every number by hand, plus you don’t need to worry about overlap--customers being called multiple times by different agents. For all these reasons, queue management systems can increase productivity and decrease frustration.


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