Calling queue is a key element in providing customer satisfaction. Contaqt’s advanced call queuing capabilities enable you to place callers in a queue while the system searches for available live agents to handle specific calls.
The strategy of the calling queue can be based on a first come first served basis (FIFO) or a prioritization given to a specific caller before joining the queue. On the other hand, distributing the calls among agents can be skill-based or strategy-based, such as agents with least talk time, agents with fewest calls, etc.
Call center’s top priority will always be to deliver the longest waiting call to the longest idle agent to ensure happy customers as well as a fair number of calls delivered to each agent. Depending on the skill set of the agent, some agents will receive a higher number of support calls over sales calls and vice versa.