The question is, is it possible to minimize the wait for customers to be served when they call us? The call queue: what it is and how it works Although its name is quite obvious, the call queue is nothing more than the number of clients or users that we have waiting for someone to answer them. In a virtual switchboard, each communication is like a person in a queue, destination and if it is not available, it waits until the previous communication ends in order to connect with the recipient. How to optimize a call queue so that it does not collapse The call queue is the door to our business and it only depends on us that at that moment we do not lose clients, sales opportunities or increase the negative sensations of our service.
Fortunately, if we have a good virtual switchboard service, it is possible to configure them in such a way that communications flow as quickly as possible. To do this, taking the case Vietnam phone number list of Zadarma as an example, which offers us this service for free like the rest of its switchboard, we only have to enter "My Switchboard > Incoming calls and IVR." This is the moment when we have to decide what strategy we are going to follow.
The logic would be to make a "random" call, and as soon as there is a free agent, the next call in the queue is answered. To do this, all you have to do is first establish a scenario and then, from the "Call settings" option, activate the corresponding option. call queues step one It is the easiest option, and perhaps the one that can clear a queue of calls faster, but it can create other problems since some agents may be constantly answering the phone while others, luckily or on purpose, receive less communication. That is why we can think of several different scenarios that are somewhat more specialized and, to a certain extent, fair. Within the new options that Zadarma offers, precisely, we have two interesting possibilities.