Call Queuing

Offer fully customizable customer support. Call Queuing lets you distribute inbound calls to the right agents, based on customer status or the technical expertise of individual agents.

Your queue. Your rules.

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.

Turn your CloudTalk into a much larger and powerful tool

Expand your business toolstack with a business calling software that can be easily integrated into your existing CRMs, ecommerce or helpdesk tools, like Salesforce, Freshdesk, Help Scout, and dozens more.

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– Outdated technology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.