Set Your Own Call Queuing Rules

Automatically send inbound calls down the right path based on predefined criteria. Create call queues that direct customers to the most suitable agent, external device, voicemail outside business hours, and more. 

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3 Reasons to Get Call Queuing

VIP Queues

Prioritize your most valuable customers by moving them to the front of the queue.

Call Redirection

Redirect customers to backup queues, voicemail inbox, internal and external numbers.

The Right Agent

Assign customers to the agent with the most adequate skills for that particular issue.

What is Call Queuing?

Call Queuing lets you create the ideal calling journey. You can choose how your agents receive calls and define call routing criteria based on agents’ expertise, language knowledge, importance, and availability.

Avoid dropped calls due to long wait times and offer the best possible experience for both customers and agents.

Who is Call Queuing For?

Type of calls: Inbound
Group: Customer support teams
Helps with: Improving key CS metrics (CSAT, CES, NPS, FRT, etc.), Reducing employee turnover

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How Does Call Queuing Work?

Call Queuing places every inbound call in a virtual queue. There, it waits until a line frees up. Once an agent is available, CloudTalk routes the call based on a selected ring group and a set of predefined rules.

Via Skill-Based Routing, you can connect customers with an agent best equipped to help. VIP queues let you prioritize the most important customers by letting them skip the queue.

You can also enhance an on-hold experience by offering personalized greetings and custom music. 

Our 4 ring strategies:

Round Robin: Call rings in a sequence, one agent after another
Ring All: Call rings to every agent at the same time
By lowest number of calls: Call rings to an agent with the lowest number of calls 
Random: Call rings randomly to any agent

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Have questions?

What is a call queue?

Call queuing tool routes inbound calls into one or more virtual queues. The main purpose is to avoid drop calls when all of your agents are busy. With call queuing, customers know that they’ll get assistance as soon as the line becomes available.

What does invisible queue mean in a call center?

An invisible queue means that callers are unaware of what’s happening while they’re queuing. Due to that, they don’t know how long they’ll have to wait. This can make customers unhappy and irritated. You can avoid it. Simply employ messages that announce the position in line and the estimated waiting time.

What is the average call center time in the queue?

An average wait time has a significant impact on customer satisfaction. In a traditional call center, calls should be answered within 20 seconds but in reality, it takes a bit under one minute.

What Are The Causes Of Long Calling Queues?

Possible causes of long call queues are:

– Poor agent training
– Outdated technology
– Poor management skills
– A lack of accessible information about customers

How to set the call queue to voicemail?

In CloudTalk, after a certain time, callers will be automatically transferred to voicemail, to a different call queue, or redirected to a specific phone number.

Ready to get started?

Schedule a demo with one of our specialists and gain unparalleled control over your customer’s experience.

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