What are call queues and call flows?
A call flow acts as a roadmap for how incoming calls are managed—from the moment a caller dials your business to when the call ends. It can be customised and adjusted over time, making it an excellent solution for handling high call volumes, out-of-hours calls, or calls that need to be routed to a specific person or team.
One key feature of a call flow is call queuing, which allows multiple callers to wait in line until an agent is available. When a customer calls, they’ll first hear a professional greeting before the system rings all available team members. You can record your own custom greeting and even choose the hold music your callers will listen to while they wait—creating a smooth and professional customer experience.
Which businesses are most likely to find call queuing useful?
Call queuing is a valuable tool for businesses that handle high call volumes daily, such as customer service teams, hair salons, car garages, tradespeople, and restaurants.
By organising callers into a queue, call queuing helps you manage busy periods more efficiently—reducing the risk of missed calls and keeping customers from feeling frustrated. It allows your team to handle multiple inquiries at once without feeling overwhelmed, ensuring smooth operations and a better customer experience. Plus, with more calls getting through, you can boost revenue and strengthen your business’s reputation.
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