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In a landscape in which customer experience is paramount, effective call queue management is essential in winning and maintaining customers for your business. Let’s discuss the importance of call queues and how to manage them effectively.
Why is call queue management so important for businesses?
It's super easy to switch to an alternative product or service. Access to competitor information via the internet has been shaping customer behavior over the past decade, and customer expectations have increased as a result. It's up to you to meet them.
Nowhere is this more clear than your call queues. Expectations of an instant (within five minutes) response have risen across all channels over the course of the pandemic. Now, 33% of customers expect an instant response over the phone. Meanwhile, 50% think that long wait times are the most frustrating aspect of a poor customer experience (CX).
In other words, how you manage your call queues can greatly affect your relationships with customers. If you regularly leave people on hold for long periods of time, don't be surprised if they look elsewhere. And, in an economically uncertain environment, customer retention is essential for businesses that want to thrive.
How can I manage my call queues effectively?
Ideally, you'd answer all your callers immediately, but everyone understands that sometimes this isn't possible.
When your lines are busy, you can take some steps to provide your customers with as positive an experience as possible.
- Manage Expectations
As a basic step, always let your customers know where they are in your call queue, and if possible, a rough time estimate for when their call will be answered. This helps callers decide whether to wait, call back another time.
- Implement a Call Back System
There might be more queues waiting in line in particularly busy periods than your agents can realistically handle. Implement a call-back system that allows agents to ring back once available rather than overloading your agents and forcing a long wait time onto customers (and causing a poor user experience).
- Redirect to More Immediate Channels
If you aren't offering multiple channels of contact to your customers, you could be doing your company a disservice. Broadening your customer assistance options helps provide a better user experience and helps your team avoid being inundated by calls. Let your customers know about alternative ways of contacting you - and the types of queries they are suited for - via automated messages as they wait in the call queue. Redirecting heavy call queues to live chat, training videos, FAQ pages, or email options is a great way to ease pressure on agents whilst offering customers the immediacy they want.
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