Call Queuing Software

by Selmo
Say goodbye to long wait times, sluggish productivity, and angry customers. Offer the best service to your customers with an automated call queuing system!
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What Is Call Queuing?

Selmo call queuing system places your callers in an ordered line, or queue, making it easier for your agents to manage heavy volumes of inquiries. Callers' expectations are managed by the queuing system, as voice prompts will regularly notify them of their position in the queue. When it’s their turn, the queuing system transfers them to the next available agent, meaning that no customer accidentally slips through the cracks.
phone call queuing
What Is Call Queuing?
Call queuing systems place callers on hold in an orderly manner without requiring any work from your center’s agents. Even if you don’t have enough staff, callers won’t have to be turned away. Queuing systems help your center respond flexibly to heightened demand.

How Do Call Queues Work?

A phone call queuing system will answer incoming calls and distribute them automatically to your agents. The system’s distribution, or queuing, happens according to the call order. If there are no agents available, the caller will remain on hold until a spot opens up, at which point the queuing system routes the caller to the representative.

Many queues will play music for the customers. The queuing system may also tell the caller their position in line, as well as provide an estimate of how long they have to wait. There may also be the option for the caller to leave their contact number and hang up — in that case, their position in the queue system stays the same, and a representative will contact them when available.
solutions for queuing call center

Advantages of Selmo Call Queueing Systems

Call queueing phone systems efficiently route customers to agents, thereby improving customer satisfaction and boosting productivity.
Call queueing phone systems efficiently route customers to agents, thereby improving customer satisfaction and boosting productivity.

Reduces Call Waiting Time

If your center collects information from a customer before they are placed in a queue, the system is able to connect the caller with the best possible agent. This increases the likelihood that the caller’s issue is resolved on first contact, lowering the average handling time with queuing.

Lowers the Average Call Handling Time

When you use a call center queuing system, your service representatives have access to an advanced tool that reduces a caller’s wait time. If everything is done manually, some callers might slip through the cracks and wait for far too long, only to hang up in frustration. With a queuing system, everything is done automatically and fairly, and announcing their position in the queue system can help customers manage their expectations.

Improves Customer Service

Some queuing systems will provide agents with information about the callers, so your representatives can be prepared before taking the call. This leads to less time wastage for your center —and that freed-up time from queuing can lead directly to more calls and, therefore, more sales.

Improves Productivity

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What Causes Long Calling Queues?

Peak seasons

Certain times of the year will be busier for your center than others—and even some days of the week have higher volumes of callers than other days. If you don’t have enough agents on hand during peak seasons, your customer care center won’t be able to handle the increased flow.

Not enough agents

An understaffed customer service center is a very common reason for long calling queues. Perhaps you had the perfect number of agents at one point, but your daily volume of inquiries has increased significantly. In that case, your agents’ workloads multiply—and too many calls with too few agents leads to very long queues.

Unskilled Workers

It’s in the name: a customer representative represents your company. If you have an unskilled workforce in your center, not only will they work inefficiently (leading to long calling queues), but they will also damage your company’s reputation.

Long call handling time

If you don’t use an automated queuing system that gathers information about your callers, then they may be shuffled from agent to agent within your center until a relevant one is found. This can increase the handling time significantly and lead to frustration on the caller’s end.

Outdated call center software

Perhaps your business’s customer service center uses outdated software and other technologies. In order to keep things running as efficiently as possible, it’s important to invest in high-performing solutions for your queuing call center, including power dialers, routing, tracking, interactive voice response, and more. These innovative, modern systems provide your agents with the tools necessary to provide the best customer service and shortest wait times.

How Do You Decrease the Abandonment Rate in a Call Center With Selmo?

An abandonment rate of 5% or higher is considered very problematic — so how do you lower yours?
Perhaps some callers are in queue for a certain agent, but that agent is helping somebody who called with a complicated issue. With Selmo software rather than clogging up the queue, you can move the waiting callers to another queue, so they can be helped sooner.

2. Move Your Clients to Another Call Queue

Use our software’s queuing analytic reports to help you predict demand. Such metrics can help you allocate enough agents for your busiest times and set wait time limits.

3. Set Wait Time Limits in Your Contact Center

With Selmo’s smart queuing solution, you can create custom queues; callers will be routed into them based on pre-defined rules. A smart system can make intelligent decisions based on quality monitoring features and detailed analytics. You can also customize messages for the callers, letting them know that you value their time and that they will be connected to an agent as soon as possible. These queuing features will greatly enhance your level of customer service.

1. Set Up Smart Call Queuing

what is call queuing
call center queuing
call queuing software

Why You Should Improve Call Queue Management With Selmo Solutions

Did you know that up to 70% of a customer care center’s operational costs are related to staffing? With a queuing system, you are improving agents' efficiency and improving the staff/work ratio. This means you need fewer agents to do the same amount of work—therefore, queuing directly saves on operational costs.

Save on Call Center Operational Costs

Call queuing software eliminates a lot of human error—meaning that your customer support representatives won’t have to deal with as many frustrating situations or angry callers. With such queuing systems available to them, not only will they be more productive and offer better service, but their own experience will be much more pleasant.

Improve Agent Productivity and Morale

A manual queue leads to mistakes: long wait times, forgotten callers, and misrouted calls. By queuing calls with high-performing software, you’ll be able to reduce errors and increase customer satisfaction significantly.

Increase Customer Satisfaction

There are lots of management tips to make the most out of your automated queue software system, but here are the most useful ones. First, help customers manage their expectations by setting up automatic announcements that detail their place in the queue and estimated wait time. Next, use queuing metrics and analytics to predict demand and make sure you have enough staff. Lastly, route callers to other queues if an agent is resolving a time-consuming issue.
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