Prioritize Important Calls With VIP Queues

Make sure your VIP customers never have to wait. Create priority call queues for the most important clients. Allow them to skip the line and get assistance first.

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Win Your VIP Customers’ Loyalty

Provide Special Treatment

Let the most important customers skip the queue regardless of which number they call.

Use Detailed Optimization

Assign separate VIP tags to different groups and agents and meet your company’s needs.

Assign All VIP Clients at Once

Tag VIP customer contacts in bulk via CSV import or open API to save time and effort.

What is a Priority Call Queue?

A priority queue is a VIP call routing feature that ensures your most important clients receive priority service. This feature is essential for maintaining high satisfaction among your top clients, as it guarantees that their inquiries are addressed promptly, even during peak call times.

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How Does a Priority Call Queue Work?

A pPriority queue bypasses the standard queue by giving your most valuable customers priority line access to your support team. When  VIP customers call, they are automatically moved to the front of the line, ensuring that they connect with an agent without delay.

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4 Most Common Priority Queue Use Cases

Favor Your High-Value Clients

Ensure that your most important clients receive top-tier support by placing them at the front of the queue. Provide great service and resolve their issues efficiently.

Improve Subscription-Based Services

Use VIP call queues to give premium subscribers faster access to your support team. Add value to your subscription and encourage them to get higher-tier plans.

Quickly Resolve Urgent Inquiries

Prioritize calls related to critical issues, such as outages or service disruptions. Minimize downtime, maintain customer trust, and prevent them from churning.

Reward Long-Term Customers

Reward loyal, long-term customers by automatically prioritizing their calls. Provide prompt service they’ve come to expect, reinforcing their loyalty to your brand.

Make sure your key customers feel special.

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Benefits of Priority Queues

Improve Agent Productivity

Increases agent efficiency by focusing their attention on the most important calls first, ensuring critical issues are resolved quickly.

Boost Customer Experience

Enhance customer satisfaction by ensuring that important callers receive prompt attention, leading to a better overall experience.

Grow SLA

Ensure that high-priority issues are resolved within the agreed-upon timeframes, helping your business consistently exceed SLAs.

Reduce Call Abandonment

Reduce the chances of important callers hanging up due to long wait times, ensuring that crucial customer interactions are not lost.

How to Create Priority Tags in CloudTalk?

In order to add the tags to priority settings, you first need to assign them to your VIP customer in the “Contacts” section.

01

In the left side menu, click on “Contacts”.

02

Select “Add contact” to create a new one, or click on a magnifying glass next to an existing one. Then, press “Edit contact info” to modify it.

03

In both cases, scroll down through the settings and locate a “VIP” field.

04

Enter a made-up tag that will then identify the contact as a VIP.

05

Callers with VIP Contact Tags will automatically jump in front of the queue.

06

Later on, you can assign the VIP tags to a specific Ring Group.

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Have questions?

What are the 4 priority queues?

The 4 priority queues typically include high, medium, low, and VIP priority levels. Each queue prioritizes calls based on their assigned importance, with “VIP” being the highest and “low” the lowest, ensuring that critical calls are answered first.

What is the key difference between a regular queue and a priority queue?

A regular queue processes calls in the order they are received, whereas a priority queue gives preferential treatment to certain calls based on their priority level. Priority queues ensure that important calls are handled more quickly, bypassing the standard wait times.

How long do I stay in a low-priority queue?

The time spent in a low-priority queue depends on the call center’s traffic and the availability of agents. Calls from low-priority numbers may experience longer wait times as higher-priority calls are answered first.

What are VIP calls?

VIP calls are inbound calls from high-priority customers, such as loyal clients, high-value accounts, or those with special status. These calls are typically routed to the front of the queue or to designated agents to ensure quick and efficient service. You can create your priority number list to quickly import it into your calling software via CSV file or open API.

What is a VIP caller?

A VIP caller is a customer or client who holds special status within your organization, often due to their high value or importance. These callers are given preferential treatment, such as reduced wait times and prioritized handling.

What is VIP ringing?

VIP ringing is a feature that alerts agents to incoming calls from VIP customers by using a distinct ringtone or notification. This ensures that agents recognize the importance of the call and prioritize it accordingly.

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