Virtual queuing is a relatively new call center technology used to address the issue of long hold times and poor customer satisfaction. Using an Automatic Call Distributor (ACD), inbound calls are queued based on agents or agent groups. After being placed in a queue, callers have the option to remain on hold, to receive a callback in the same amount of time they would have had to hold, or to schedule a callback at a more convenient interval. Giving the customer control over their call management leads to reduced call abandonment rates and improved customer satisfaction overall.
The use of virtual queuing systems offers several benefits for call center managers, agents, and of course the consumer. However, implementing a virtual queue system is more complex than using simple callback systems. The virtual queuing system must be integrated with contact center technology such as the CTI and workforce management systems in order to ensure proper call flow and positive customer experiences. Today, with the evolution of enterprise routers, workforce management tools, and the emergence of APIs and adapters for a wide range of ACDs, virtual queuing has become a more acceptable means of call management.
This white paper will explore the following: