Inbound Telephone Queuing System

An inbound queuing system is ideal if you feel that the number of people who will call into your business at the same time is likely to exceed the number of people available to take those calls. In the event that this happens without a queue, a customer will get sent to a voicemail box if you have one, or will hear and engaged tone. See below for a call queue process as well as further details.

You may also be interested in call queues for fixed line which don't require phone systems.

With a telephone call queue, the customer will be informed that they are in a queue, and placed on hold until an advisor becomes available. There are a number of queue hold options:

• Record your own hold messages
• Inform the customer what position they are in the queue
• Inform the customer how long they need to wait on average before the call will be answered
• Inform the advisor taking the call how long the customer has been on hold for
• Send the call to the person with the longest wait

When a customer has been passed into a queue from an IVR, the advisor taking the call will be able to see the nature of the customers enquiry before the call is answered from their phone display.

Even with a queue, a caller maybe left waiting longer than you would prefer, especially at your busy times. In these cases, the caller can be passed seamlessly over to a UK based call answering service who will answer in your company name. They will take a full message from your caller then email and / or send you an SMS with the callers full details and message.

The advantage of a calling queue is that your customers will never hear an engaged tone, meaning you will never miss a call. Imagine how frustrating it would be to call you bank and to constantly get an engaged tone!

Queues promote a professional, big business feel for customers when they call. This can add further credibility to your company to help with customer care and sales.

When a call that has been placed in a queue is connected to an advisor, the advisor will be notified by the queue how long the customer has been waiting. This allows the advisor to handle the customer according the their wait.