What is Call Queuing? (+Why Businesses Use It)

- Hi, I'm Jessica at Nextiva and here to talk
to you about call queuing.
What it is, why it's important,
and the special features that come along with it.
(upbeat music)
What is a call queue?
It's a lot like a line customers would stand in
if they were physically at your place of business,
except with calls.
Let me show you how it works with the help of a few friends.
So let's say Felicia here puts in a call to your business,
but your employee, Justin, is busy with another caller.
If you've got a phone queue system, Felicia is either placed
in line behind the caller Justin is already talking with,
or she's rerouted to another employee who's free to talk.
Either way, your business isn't saying, "Bye, Felicia."
Instead, the message is more, "Hold on, Felicia,
we value your business and we'll be right there."
You guys were great.
Okay, see you later.
You can.
Off you go.
Which brings us
to why a business might wanna use call queuing.
Here are three reasons.
First, with a phone queue system,
businesses can handle a higher volume of calls
so few your calls are missed.
Second, queuing systems prevent calls
from ending at a busy signal.
We're being directed to a voicemail,
leaving your customer high and dry.
And third, and the biggest advantage,
it dramatically improves customer service.
Remember when I mentioned those customers physically
in line at the business earlier?
Well, let's imagine that instead, there's no line.
A customer stops by for a visit, but the door is closed
and there's a sign that reads, "We're like busy.
Come back later."
That's basically what happens
when a business doesn't have call queuing.
Maybe the customer comes back, maybe they don't.
A lot of businesses, possibly even yours,
don't wanna take that chance.
Now, let's talk about features.
I'm only gonna give you a couple,
but you can find a lot more
by following that link in our description.
First up, I recently called a place that allowed me
to choose the genre of hold music I wanted.
I was like, "What?
They're gonna let me choose?"
I was impressed at how many genres I could choose from.
Pop, hip hop, rock.
What did I go with?
Elevator music.
(elevator music)
What?
It just felt like the right music to be on hold to,
and it was very nice.
And that's a feature any business can have
with the right phone queue system.
Here's another feature.
You can route calls to agents based on priority, skill,
or past interactions.
This is one of those cool features Nextiva offers
and it can really take the customer's experience
to the next level.
And there you have it.
Now you know about call queuing.
Ooh, what's your favorite on-hold music?
Let me know in the comments and we'll respond.
And be sure to give us a follow so you don't miss any tips
on simplifying your business software.
I'm Jessica at Nextiva.
Until next time.
Take a bow, everybody.
Okay, well.
(upbeat music)
(mouse clicking)
(bell ringing)