When several calls arrive at the same time during busy hours, a busy tone or silent waiting damages the caller's confidence in your office. Asistan34 queue management places incoming calls on the IP PBX in a queue and passes them to available agents in an orderly way.
Managed waiting instead of a busy tone
If the person or people the call should be transferred to are busy, the incoming call is answered and the caller is placed in the queue. Instead of silence, music can be played while they wait. If you wish, you can also deliver a personalized message, for example "You are 2nd in the queue" or "We apologize for keeping you waiting, your call will be transferred to the first available representative".
What queue management provides
- Placing incoming calls in a queue and passing them to available agents.
- Hold music and personalized hold announcements.
- Use together with a welcome message and keypad routing.
- Working-hours scheduling and an after-hours announcement.
Order for your law office call center
Debtors who want a payment reminder, wish to object or need information often call at the same hours. With the queue structure, no call gets lost and your staff answer calls in turn and in an orderly manner. Because the caller's number and the related debtor files appear on screen, conversations start well prepared. You can get a report of callers outside working hours when the day starts and call them back.
Caller experience during busy hours
The person who answers the phone is the front face of the office. When a call is met with silence or a busy tone, the caller's first impression of the office suffers. With queue management, the caller knows their call has been received and where they stand, which reduces the chance of them hanging up. Inside the office, phone traffic becomes more predictable and staff are not thrown into confusion by simultaneous calls. When queue management is planned together with working hours and a welcome announcement, it gives your whole call center a consistent flow.
Queue management is part of the IP PBX integration. To design a structure that fits your call volume together, request a demo.