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Create a call queue: How to configure and manage your settings

Ring Central Blog


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7 min read

Customers have high expectations for the businesses they interact with. That includes connecting with call center representatives as quickly as possible. After all, calling is still the number one channel (71%) customers prefer for reaching a company. The less they wait on hold for call agents, the happier they’ll be.

So how can businesses reduce the amount of time their customers wait on the phone, especially when phone lines get congested? That’s where call queues come in.

In this blog, we’ll look at:
  1. What is a call queue?
  2. Why should I use call queues?
  3. When should I use call queues? How many call queues do I need?
  4. How do I personalize my call queue in RingCentral?
  5. How do call queues benefit your business?

What is a call queue?

A call queue distributes calls to employees in your organization who can help resolve an issue or answer a question. 

For example, when a customer service call is received, the caller is typically greeted by a welcome message and connected to an available employee (“agent”). If no agents are available, the caller is “queued,” hearing music and/or a message.  

The caller waiting is connected automatically to the next available agent. Calls not answered after a configurable wait time may be routed to an alternate destination (answering service or voicemail box). Voicemail transcription provides call queue managers with text-based call notifications when callers leave a message, so they can call back customers when call center agents are available.

A call queue consists of:

A cloud phone system combined with messaging and video for your business.

Learn more

Why should I use call queues? 

When should I use call queues? How many call queues do I need?

Different types of calls require different expertise. You might need a Customer Service call queue for a team of employees who answer calls related to purchasing a product; or, a Help Desk call queue for a team of IT employees who resolve technical issues.  

To help determine how many call queues you may need:

Each call queue report includes several key performance metrics (KPIs) that help the business monitor the customer experience while measuring agent productivity. If you plan to answer different types of calls with a single call queue, the report will show summarized call information. For example, if you answer Apartment Sales and Home Sales calls using one Sales call queue, the report will show both call types together (e.g. sales calls=10)

If you plan to answer each inbound call type with a unique call queue, the report will show individual call type data. For example, if Apartment Sales and Home Sales call types are answered by their own unique call queues, each report will show individualized data (apartment sales calls=8; home sales calls=2).

Once you’ve created a list of incoming calls you need to answer and grouped them together (or separately) based on the reporting you need, you’re ready to set up your call queue(s).

How do I personalize my call queue in RingCentral?

To create a call queue, log in to the Admin Portal, navigate to Phone System > Groups > Call Queues, and click New Call Queue. For each call queue:

  1. Configure the call queue details: name, extension, and site.
  2. Select the call queue manager(s) and permission(s). Full-access managers may change all call queue settings, while member management managers may add/remove agents.
  3. Select the call queue agents who will answer calls.

Once the call queue is created, you can personalize these additional settings:

Incoming queue call information on Polycom phone

How do call queues benefit your business?

1. A more personalized experience for customers

The best calling experience resolves an issue quickly, and that means routing calls to the appropriate call center agents. For example, before callers get connected to an agent, they navigate through the business phone system’s IVR to determine their concern.

By the time they reach an agent, the agent already has some background info on the caller (account info, purchase history, and or support issue) and can start the resolution cycle immediately.

2. Reduce wait times and abandon rates

Without an efficient call management system, customers can spend excess amounts of time waiting on hold or speaking to the wrong representative.

A call queue distributes calls to the right agents to resolve issues faster. That means shorter wait times for customers waiting in line and lower abandon rates overall.

3. Optimize costs and efficiency

As the old saying goes: time is money. The less time agents spend on issues, the lower your cost per call.

With call queues, the entire resolution cycle is streamlined, allowing your agents to make the most of every call and churn through customers faster.

4. Workforce engagement

Working with customers all day (many of whom dial in frustrated) is an exhausting job. Call queues, however, make their work much easier by reducing the tension in calls and empowering them to resolve issues quickly.

Deliver the service your customers deserve

Whether your business’s call volume is growing or already has call center software, call queuing ensures that your teams have the tools to provide exceptional service and win the loyalty of your customers.

Originally published Feb 03, 2021, updated Feb 19, 2021

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