Eliminate Queue Experience
Virtual Hold Queue is a feature within the Calling Queue that enables your call center to completely eliminate the queue experience for customers. It gives customers the option to receive a callback, without waiting on hold or losing their place in the queue.
When a caller makes a call to the contact center, he may receive information regarding the approximate wait time as well as his position in queue. Depending on his position in the queue, he may receive an option to hang up and receive a callback when it’s his turn in the queue. The Virtual Hold Queue reduces customer frustration by keeping the customer waiting without having to be on the line, thus improving customer satisfaction.