Using Automatic Call Distributors to distribute inbound calls to specific extensions. This also addresses how calls are addressed when all agents are on a call, or a holding area. Vaspian advances this feature with customized recordings while on hold. We give you full control on the entire path a call takes from it’s first ring through every scenario including during and after-hours strategies. You will also have custom Dash Boards and Call Queue Dashboards keeping your team aware of abandoned calls, calls currently on hold, and more. Often used in the customer service, technical support and medical industries, calling queueing systems are a useful way to assist customers during your busiest hours.
How Does Call Queuing Work?
During non-busy hours, staff can simply pick up the phone to answer calls. At peak call volume, the call queueing system will play a message to callers, letting them know that all associates are currently assisting other customers.
Queues are an informative, easy-to-manage system that keep callers informed of their placement in line while helping staff to stay organized and successful during the busiest of operating hours.
What Is Displayed on Your Call Queueing System?
Vaspian’s call queueing systems provide real-time information that assist organizations in managing calls during high volume periods.
Your system will display:
- Number of calls in queue
- Agent status (logged in/out, available, on call)
- Average hold time
- Maximum hold time
- Abandonment rate
- Service level