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Technical Feature May 23, 2024

How a Call Queue Benefits Your Business

Discover how UnitedCloud's call queue feature can revolutionize your customer service operations by reducing wait times, prioritizing critical calls, and providing real-time insights. Revolutionize your call handling with UnitedCloud today!

Providing a superior customer experience can be challenging for any business. Limited staff and resources can create bottlenecks, but UnitedCloud’s call queue feature turns these limitations into strengths. By organizing and distributing inbound calls efficiently, a call queue reduces customer wait times and boosts overall productivity. Discover how this invaluable tool can revolutionize your customer service operations.

What is a Call Queue?

A call queue is an essential system designed to manage and distribute incoming calls within a contact center or business phone system. While the average person might not be familiar with the term, they’ve likely experienced its benefits—such as reduced wait times and streamlined call handling. For businesses with a single customer contact number, a call queue is indispensable in managing high volumes of diverse calls swiftly and effectively.

How Does a Call Queue Work?

Think about your last experience calling a customer service center. Did you get connected to an agent right away, or were you placed on hold? Typically, you’d be placed in a queue, waiting for the next available agent. Here’s how UnitedCloud’s call queue works to enhance this experience:

  1. Initial Contact: When a call comes in, the system recognizes and categorizes it based on predefined criteria.
  2. Queue Placement: The caller is placed in a queue if no agents are immediately available. During this time, they receive estimated wait times and can choose to hold or request a callback.
  3. Call Distribution: As agents become available, the system routes calls from the queue based on priorities and specific settings, ensuring a smooth and efficient process.
OVERWHELMED BY INBOUND CALL VOLUME?
Many companies face the issue of managing large numbers of incoming calls. Fortunately, there is a solution.

 

Call Queuing Software Features (and more) in UnitedCloud

In-Queue Callback

Never let your callers wait indefinitely. UnitedCloud offers an in-queue callback option, allowing callers to request a callback instead of waiting on hold. This feature enhances customer satisfaction by providing flexibility and reducing perceived wait times.

Custom Queue Greetings

First impressions matter. With UnitedCloud, you can upload custom greetings or choose from a library of pre-recorded messages. Personalized greetings set a professional tone and reassure callers that their concerns are important to your business. You can also customize hold music to keep callers engaged while they wait.

Versatile Call Routing

Effective call routing is essential for efficient customer service. UnitedCloud provides various options to route calls to the appropriate agent or department. Customize your Interactive Voice Response (IVR) menu to direct calls based on agent availability, department, or specific customer needs. This ensures that callers reach the right person quickly, even after business hours.

Easy Phone Number Setup

Getting started with UnitedCloud is a breeze. Sign up for an account and set up your business phone number within minutes. Choose from local, international, or toll-free numbers to suit your business needs. Our easy setup process ensures you’re ready to handle calls without any hassle.

CRM Integration

For efficient operations, seamless integration with the tools your organization already employs is crucial. UnitedCloud provides this seamless connectivity, specifically with a widely used CRM platform through Microsoft Teams. It ensures automatic call and activity logging to keep your records precise and up-to-date. 

Desktop and Mobile App

Flexibility is key in today’s work environment. UnitedCloud’s beautifully designed app allows agents and supervisors to work from anywhere, using desktop or mobile devices. Choose what number to display on caller ID and maintain seamless communication, whether you’re in the office or on the go.

Built-In Statistics

Track and optimize your call handling strategy with UnitedCloud’s comprehensive reporting tools. Access data to visualize call volume patterns, agent performance metrics, and wait times. Receive alerts when service levels dip, enabling you to take quick action and maintain high standards of customer service.

Call Recording

Maintain quality and improve training with UnitedCloud’s call recording feature. Record calls with a single click and capture screen activity for detailed analysis. Store and review recordings within the app to identify areas for improvement and ensure compliance with quality standards.

Why Choose UnitedCloud?

UnitedCloud’s call queue feature is more than just a tool—it’s a strategic asset that enhances your customer engagement and operational efficiency. By reducing wait times, prioritizing critical calls, and providing real-time insights, UnitedCloud ensures that your business delivers exceptional customer service every time.

Ready to revolutionize your call handling? Experience the power of UnitedCloud’s call queue feature today! Sign up now for a product tour and take your customer engagement to the next level.

Get a hands-on look at UnitedCloud with our team.

Minimal setup. Maximum efficiency. Endless possibilities.

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