Call Queuing Software for Inbound Call Management
Manage high volumes of inbound calls in an organized way with call queue software that minimizes wait times for callers, reduces dropped calls, and improves customer experience.
BOOK A DEMO
Leverage Call Queue Software
for Streamlined Call Handling
Set and Manage Your Inbound Call Queues Your Way
Organize your incoming calls into call queues to streamline and optimize your inbound call handling. Define rules for your call queues – from maximum wait time to maximum number of calls in queue – to fit the unique needs of your business and your customers’ expectations.
Enable a Better Call Queueing Experience for Inbound Callers
Make the waiting experience a bit more comfortable for your callers with custom hold music, pre-recorded greetings, or relevant announcements while they wait for the next available agent. Enhance it even further by letting callers know their position in the queue and estimated wait times.
Reduce the Number of Dropped Calls with Queue Callbacks
Studies show that waiting on hold even for one minute feels like too much for over 60% of consumers. When a queue is full, enable callers to leave a voicemail or secure their spot in the queue and receive a call once an agent is available with a queue callback option. Save your callers time and minimize abandoned calls.
Balance Workload and Optimize Your Team’s Productivity
Distribute incoming calls fairly and efficiently among available team members to prevent overload on specific agents, avoid burnout, and improve your team’s productivity. Keep tabs on live queue metrics and queue reports to adjust agent scheduling and staff allocation.
Integrates with the Leading
CRM Systems
Automatically log all calls in your CRM and automate agent workflows. VoiceSpin call center software integrates
with popular CRM systems like Salesforce, Zoho, HubSpot, and dozens more.
Enhance Your Inbound Call Management
with These Complementing Features
Call Routing
Ensure callers are always routed to the right departments or agents with advanced call routing. Improve First Call Resolution Rates and customer experience.
Interactive Voice Response
Manage inbound calls even more efficiently with IVR menus. Capture customer intent before routing each call, reduce call transfers, and increase customer satisfaction.
Call Recording
Record inbound calls automatically or on-demand for quality control, agent training, or compliance purposes and securely store call recordings in the cloud.
Call Monitoring
Monitor phone calls as they are happening to stay on top of your team’s performance. See first-hand how your reps are interacting with customers and uncover training needs.
Reporting and Analytics
Review built-in or generate custom reports and track your most critical metrics and KPIs. Monitor the overall health of your call center and make more informed decisions.
CRM Integrations
Connect your call center platform with the tools you already use through out-of-the-box or custom integration options and sync customer data across systems.
Ready to Set up Your Call Queue Management System and Improve Customer Experience?
Reduce wait times, improve CX, and maximize your team’s productivity – our call queueing software allows you to do just that and much more. Schedule a demo call now to learn more about how VoiceSpin can help you better manage high volumes of inbound calls and find the right plan that works best for your business.
BOOK A DEMOFrequently asked questions
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What is call queueing software?
Call queueing software, or a call queue system, places inbound callers into virtual call queues when no agent is available to take their call immediately. While in the call queue, callers may hear hold music or an automated voice message informing them of their place in the queue and the expected wait time. On top of that, with a queue callback option, these systems allow callers to reserve their spot in the queue and receive a call once an agent becomes available without having to wait on hold. -
What are the benefits of call queueing?
Call queueing is a truly valuable feature of inbound call center software solutions. It basically allows you to acknowledge each caller without having to pick up their call right away and distribute incoming calls among your agents in an organized, logical way. The outcome? Optimized call wait times, reduced Call Abandonment Rates, better customer experience, increased customer satisfaction, and improved team productivity. -
What is an invisible queue?
In a call center environment, an invisible queue refers to the call queue where callers aren’t aware of their position and the estimated wait times. Naturally, when callers don’t know what to expect while waiting in the queue, they can become frustrated and, what’s even worse, hang up before being connected to an agent, contributing to increased Call Abandonment Rates and reduced Customer Satisfaction Scores. Ideally, you should keep your callers informed on wait times, which can improve their waiting experience. -
What is an acceptable hold time in call centers?
Traditionally, call centers aim at answering incoming calls within 20 seconds, but, in reality, it usually takes around one minute. Research shows, however, that 83% of people expect to interact with someone immediately when they reach out to a company’s customer support. That means, as a general rule of thumb, you should keep your hold times as minimal as possible to maintain high customer satisfaction levels.
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