The number of lines and agents you have available at any one time may not be enough to handle an unexpected spike in call volume. Knowing that a busy tone may lead to customer dissatisfaction and a loss in overall business, it is important to have sufficient lines available to service each customer. Network Queue expands your existing queue by placing customers in a virtual queue, before being transferred to your existing contact centre. By using Network Queue, you eliminate the need for expensive and often unused additional infrastructure.
Network Queue allows your callers to be greeted with a message immediately, and can present them with several options based on the number of operational queues in use. These messages can be customized based on the nature of calls. For example, they can let customers know that wait times are longer than usual, or in the case of a particular event, that tickets are sold out, sparing your customer’s time.