We’re all familiar with call queues. We’ve all waited on the line for the “next available representative”. But what’s the flip-side of that equation? How can call queues benefit you in your own work environment?
Call queues are integral to UnitedCloud’s cloud communications platform. They’re part of the reason your customers will never get a busy signal. And they let you control how your calls are answered. Let’s take a brief look at how they work.
When a system administrator creates a call queue, they’re presented with several options as to how calls are distributed. These are often referred to as Hunt Groups.
Round Robin: In environments like call centres, with a very heavy call traffic, and with multiple representatives of equal skill and knowledge, Round Robin is a great option. It balances your call volume across your representatives. An incoming call will be routed to the extension that’s been idle the longest. This goes a long way to ensuring the workload is shared equally. If you work in a small office without a dedicated receptionist or call manager, you might use this option to ensure no single individual is taken away from his or her main duties for too long.
Ring All: If your number one priority is having incoming calls answered as fast as possible, this is the way to go. Everybody’s phone rings, and if you’re available, you pick up.
Linear Hunt: A Linear Hunt group routes calls to available agents in a predefined order, set by the administrator. If your agents each have their own area of expertise, you might use this option to ensure your customers get the best possible responses. For example, Sam’s main responsibility is answering questions about product installation, so set the Installation Call Queue to ring his phone first. If he’s not answering, you ring David’s phone, because he performs the installations, and will be able to answer any questions, if he’s not busy with his main responsibilities. If he’s tied up too, then Karen’s phone rings. She’s focused on the finance end of things but knows the business well enough to answer most questions.
Linear Cascade: A bit like a Linear Hunt combined with a Ring All. This is ideal for businesses with multiple departments. If you get a call to the sales line, the system starts ringing all the phones for the sales department. If they’re all tied up, it will start ringing your service department, rather than sending them to voicemail. While Linear Hunt rings phones in a sequence, one after the other, a Linear Cascade ADDS phones, continuing to grow the number ringing until the call is answered.
Call Park: The Call Park queue is (surprise) for parking calls. When you park a call, it’s automatically placed In the Call Park queue. Then they can be picked up by any phone on the system (as opposed to calls placed on hold – they can only be retrieved on the same phone they were held on.) This adds tremendous flexibility when trying to get your customer the best possible response.
Hunt Groups are only one aspect of Call Queues, one of the many powerful features available in UnitedCloud’s industry-leading cloud communications platform. By properly implementing Call Queues and Hunt Groups, you can reduce caller wait times, provide better service, increase customer satisfaction and reduce stress on those individuals answering the calls. That’s just good for business.
Have questions about Hunt Groups, Call Queues or any of the groundbreaking telecommunication solutions we offer? Contact us at firstname.lastname@example.org
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