Blog/What is Call Queuing and Why it’s Important?

What is Call Queuing and Why it’s Important?

What is Call Queuing and Why it’s Important?

Poor customer experiences are a result of long wait times, which is detrimental to any business. Therefore, your business needs a call queuing system. A sound system puts incoming calls in a virtual queue, which makes it simple to distribute calls to agents who are free and reduces wait times.

In this article, we'll discuss the following:

  1. What is a call queue?
  2. How does a call queue work?
  3. Why call queuing is Important
  4. Community Phone - The Best Call Queuing System

What is a Call Queue?

A call queue is a system used by an organization's phone system to attend to customers. When customers call a business line for assistance, the system can route calls to an available agent.

However, when the number of callers exceeds the available agents, the system puts them in a virtual queue until an agent is available. During this time, callers will hear a piece of background music which can be either promotional or informational and await their turn.

How Does A Call Queue Work?

When a caller calls your business, the system automatically puts them in a virtual queue. During this time, the system uses Interactive Voice Response (IVR) to take personal information from callers about the reason for their calls. It ranges from choosing a language preference to performing some self-service options like requesting a callback.

Once the caller indicates they need real support, the system puts them on hold and plays pre-recorded background music which could be promotional, informational, or entertaining. It then automatically transfers their call to any available agent once it reaches their turn.

Why Call Queuing is Important

A business with a good call queuing system can avoid an impending loss of customers. Here is why the call queue is essential to your business:

1. Boost Caller Satisfaction

People call to speak to a real person in your company. But, when there is no call queuing system, busy signals can automatically send their calls to your voicemail. Nobody likes that.

Thus, call queuing assures them of speaking with a live agent. It's pretty satisfactory.

2. Engage Customers with Promotional Messages

The call queue is a great place to enlighten your customers about your new services for promotional purposes. You can give them an option from the IVR to try a new service or product based on their responses. You can also present these messages with background music or jingles.

3. Keep Customers Engaged

Call queuing eliminates the boring caller tunes, replacing them with promotional music. Some systems use more than one background music, and users can choose what to hear. It can keep them busy while waiting.

Switch to Community Phone for the Best Call Queuing System

Business Phone Service

Community Phone is the best business phone service today. It has super-rich features for your call queuing system, with a wireless configuration. This way, your system does not rely on an internet connection or traditional copper wires.

Call routing and forwarding are part of the many features Community Phone offer your business.

How Does Community Phone Work?

The Community Phone wireless landline base connects your business phone to cell towers in your area, eliminating the need for internet or copper wires. The built-in antennas on the base ensure you get excellent voice quality in low-reception and rural areas.

The DIY installation of the landline base ensures you do not have to wait hours for a technician or spend money on messy copper wire installations. Here's how you can connect your landline base in under 30 seconds:

  1. Plug your Community Phone landline base into a power outlet.
  2. Hook your phone to the Phone 1/Phone 2 jack on the base.
  3. Toggle the On/OFF switch to ON and power the device on.
  4. Once all the lights on the base turn green, you are good to use your phone.

Features of Community Phone

  • Call Routing allows you to send calls to the right individual or department based on information from the IVR.
  • Call Forwarding is a feature that allows you to take a business call on your cell if you do not want to list your number in the public domain and do not want to invest in a landline base. Contact Community Phone customer care to learn more!
  • Custom Dial Menu is a feature that plays a pre-recorded message or greeting to callers upon connection. It makes up the IVR process and allows for client information acquisition.
  • Voicemail-to-email sends your business voicemails, missed calls, and received calls' transcriptions to your email.

Benefits of Switching to Community Phone

Here are some benefits of switching to Community Phone:

Unlimited nationwide calling:

  • Stay connected with your customers across the US.
  • Expand your business reach.
  • Gather feedback.
  • Conduct outreach with Community Phone's unlimited minutes.

Unlimited text messages: Send personalized business texts to your customers or employees to wish them, share offers and promotions, roll out poll surveys, etc. 2-way messaging ensures you can receive messages from customers or employees, which can help you gauge the effectiveness of your service or campaigns.

Works during power outages: The 12-hour backup battery in the landline base ensures your phones works during power outages, helping you stay in touch with customers and remote employees.

24/7 reliable customer care: You can contact Community Phone on their omni-channel support via email, phone, or live chat and experience world-class support and care.


Why is call queuing important?

Queuing is essential as it lets you serve your customers and create a great impression when they call for assistance. Without a call queuing system, your customers would hear a busy tone or reach voicemail which would frustrate them.

You can also customize the queuing system, like the Community Phone dial menu, to share introductory offers, messages, and announcements with your customer to enhance your reputation. Call 855-346-3027 to learn more about the dial menu!

The Bottom Line

Queuing is vital to ensure your customers feel valued. You have to make them feel that their time and business are appreciated when they call you for assistance.

Pair the Community Phone dial menu with features like call routing to ensure you do not miss a single customer call, route them to the correct person or department and create great end-user experiences. Call Community Phone to learn more about how to wow your customers!

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