How can your team benefit from call queueing?

Call queueing is a critical feature of today’s call center and contact center solutions. When properly set up, it can help your team handle high call volume more efficiently and better manage customer expectations. It can also help reduce the number of abandoned calls and improve first call resolution rates, customer satisfaction, and the overall customer service experience.

What is the difference between a ring group and a call queue?

Both call queues and ring groups are call center software features to connect callers to agents as quickly and seamlessly as possible. With call queues, inbound calls are placed on hold until an available rep picks up the call, with calls answered in the order they were received. In a ring group, incoming calls are directed to a set of agents, and they ring all phones simultaneously. Call queueing is a more customizable and powerful feature.

What is the difference between a call queue and an auto attendant?

In a call queue, inbound calls are placed on hold in a virtual line until an available agent picks up the call. An auto attendant is a virtual receptionist that provides a series of voice prompts or menu options to route incoming calls to the appropriate extension or department.