A call queue is simply a way to organize incoming calls when your live agents aren’t able to immediately address the call.
An incoming call is typically greeted by either a welcome message or a live receptionist, before being connected to the appropriate live agent. If there is no live agent available, then the call will be added to the call queue, where they will wait until the call can be appropriately routed.
Call queue management is a way to use your phone system to more effectively address the needs of your callers, and the call queue. Set music or play a recorded message for your callers to hear while waiting, as well as give them options to exit the queue to be routed to your voicemail. With Yodel, you can even send customizable messages updating your callers in the queue.
At the end of the day, your business wants to invest in things that can help improve your team’s workflow and improve your caller experience. With call queueing, you are able to do exactly that without adding any complicated processes. Yodel is able to deliver all the following benefits and more, with an easy-to-use system that your team and callers will love!
With call queue management, you’re able to customize the waiting experience for your callers. Set up a greeting message that can play to your callers during their time in the queue. This message can include relevant or valuable information that can help your callers learn more about current promotions, call queue options, and more. You can also send them messages letting callers in the queue know that you value their time, and will be answering their call as soon as possible.
Nothing is more frustrating for your callers than to be stuck on hold for an unlimited period of time, especially with no updates or alternatives. Configure your call queue to have a maximum wait time a caller could spend in the queue. If they reach the maximum, callers can be routed automatically to voicemail.
The call queue can be configured in over 30+ languages, helping your team access call queue management no matter where you and your customers are calling from. Further, customize the experience with options to add music to your callers' wait time!
Just like that, it can really be that easy!
Check out our integrations for Dialogflow, QnA Maker, and take advantage of our custom webhooks!
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Yodel has been a partner to us since day 1. As our Concierge Team has scaled over the years, so has Yodel's product. They've supported us in building meaningful relationships with our Recipients, which is part of our team's mission.