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Virtual Queuing  

Virtual Queuing

A virtual queuing is associated with call centres and at premiercallcentre.co.uk UK's leader in contact centres we can help your company with virtual queue; we cover all aspects of the industry to help your company succeed.

What is Virtual queuing?

Virtual queuing is a concept used in inbound call centres. Call centres use an Automatic Call Distributor (ACD) to distribute incoming calls to specific resources (agents) in the centre. ACDs hold queued calls in First In, First Out order until agents become available. From the caller’s perspective, without virtual queuing they have only two choices: wait until an agent resource becomes available, or abandon (hang up) and try again later. From the call centre’s perspective, a long queue results in many abandoned calls, repeat attempts, and customer dissatisfaction.

Virtual queuing systems allow customers to receive callbacks instead of waiting in an ACD queue. This solution is analogous to the “fast lane” option (e.g. FASTPASS) used at amusement parks, which often have long queues to ride the various coasters and attractions. For an additional fee, a computerized system allows park visitors to secure their place in a “virtual queue” rather than waiting in a physical queue.

While there are several different varieties of virtual queuing systems, a standard First In, First Out that maintains the customer's place in line is set to monitor queue conditions until the Estimated Wait Time (EWT) exceeds a predetermined threshold. When the threshold is exceeded, the system intercepts incoming calls before they enter the queue. It informs customers of their EWT and offers the option of receiving a call back in the same amount of time as if they waited on hold.

If customers choose to remain in a queue, their calls are routed directly to the queue. Customers who opt for a callback are prompted to enter their phone number and then hang up the phone. A “virtual placeholder” maintains the customers' position in the queue while the ACD queue is worked off. The virtual queuing system monitors the rate at which calls in queue are worked off and launches an outbound call to the customer moments before the virtual placeholder is due to reach the top of the queue. When the callback is answered by the customer, the system asks for confirmation that the correct person is on the line and ready to speak with an agent. Upon receiving confirmation, the system routes the call to the next available agent resource, who handles it as a normal inbound call.

Call centres don't measure this "virtual queue" time as "queue time" because the caller is free to pursue other activities instead of listening to hold music and announcements. The voice circuit is released between the ACD and the telecommunications network, so the call does not accrue any queue time or telecommunications charges.

Comparing traditional and virtual queuing timelines shows the difference in the customer experience. In this first example, the customer waits in a traditional queue for 12 minutes. When he's finally connected with an agent, he talks for 3 minutes - but some of that time is spent complaining about his time spent in the queue. Note that many customers in this situation would abandon the queue before reaching an agent, and retry the call later, resulting in additional telecom costs for the contact centre and skewed call centre metrics.

Impact

Virtual queuing impacts the call centre metrics in many ways. Queue time is normally measured as Average Speed-to-Answer (ASA). When callers are offered the option to receive a First In, First Out callback, the callers’ acceptance rates are typically 45% to 55%. Therefore, about half of the calls that would normally queue for 5 to 10 minutes will now only accrue a speed-to-answer (ASA) of approximately 10 seconds. Likewise, these callbacks with a shorter ASA will score within the Service Level objective. Since callers cannot abandon while in a virtual queue, the overall number of abandoned calls will decrease. The impact on customer satisfaction is positive, but tends to be more difficult to measure objectively. Virtual queuing can result in better customer experiences and improved contact centre operations. But there are several types of virtual queuing systems.

Integrity Matters: First In, First out Queuing vs. Scheduled Queuing

The two main types of virtual queuing systems are First In, First out (FIFO) and Scheduled.

FIFO systems allow customers to maintain their place in the queue and receive a callback in the same amount of time as if they waited on hold. Virtual placeholders maintain the integrity of the queue and provide added convenience to customers without penalty for avoiding traditional hold time.

The earlier examples looked in detail at how FIFO virtual queuing works. Scheduled systems offer the same convenience of a callback without waiting on hold, but differ from FIFO systems in that customers do not maintain their place in queue.

Scheduled callback systems offer customers a callback at some time in the future - but after the time when their call would be answered if they remained in queue. If queue times are excessive, it may be more convenient for customers to receive a callback later in the day, or even later in the week. Among the various types of scheduled callback systems, there are variations, each with its strengths and weaknesses.

Datebook-type scheduling systems allow customers to schedule appointments for up to 7 days in the future. Contact centres can block out times that are unavailable for scheduling and limit the number of appointments available. Datebook systems also allow customers who reach your centre after business hours to schedule an appointment during normal operating times.

Timer scheduling systems promise a callback in a preset amount of time, regardless of queue conditions. While this ensures an on-time callback for the customer, a surge in call volume or staff reduction due to a shift change can create a bottleneck in the contact centre's queue, lengthening wait times.

Forecast-based scheduling systems only offer appointments during times when the contact centre anticipates a drop in demand based on workforce planning forecasts. These times may not be convenient for the customer, and the contact centre runs the risk of a bottleneck if the anticipated reduction in demand or increase in staffing doesn't occur.

While both First In, First Out and Scheduled queuing can provide significant performance benefits to the call centre, some queuing systems only allow for scheduled callbacks, though FIFO is clearly preferred. The limitations of these forced-scheduling systems do not provide an optimal customer experience, and their reliance on countdown timers or call traffic forecasts may negatively impact contact centre operations. Timer scheduling and forced-scheduling systems can cause a “stall” or “chase” condition to occur in the queue, reducing call centre efficiency.

The best bet for improving both customer satisfaction and contact centre operations is to implement a comprehensive queue management solution that includes both First In, First Out and scheduled callbacks and focuses on the customer experience while improving the contact centre's performance.

A good virtual queuing solution will integrate with a call centre’s existing technologies, such as CTI, workforce management and skill-based routing, to maximize the benefits of all systems, making it an integral part of a comprehensive queue management strategy.

Applications for Virtual Queuing

Many utility companies (electric, natural gas, telecommunications, and cable television) have discovered that virtual queuing can help them manage seasonal peaks in call centre traffic, as well as unexpected traffic spikes due to weather or service interruptions. Call centres that process inbound telesales calls can reduce the number of abandoned calls, which translates into increased revenue. Customer care organizations use virtual queuing to enhance service levels and increase customer loyalty. Insurance claims processing centres use virtual queuing to manage unforeseen peaks due to natural disasters.

Universal Queue

Universal Queue or UQ is a relatively advanced concept in contact centre design whereby multiple communications channels (such as telephone, fax and email) are integrated into a single 'universal queue' to standardize processing and handling.

Benefits

The immediate benefits of UQ include standardized routing, recording, handling, reporting, and management of all communications in a contact centre (or across an entire organization).

The immediate benefits may in turn result in others, such as increased sales, reduced overheads, cost savings and an improvement in relationships with customers and suppliers.

Usage

Although UQ was discussed at least as far back as 2004, the difficulties in implementating such a system seem to have prevented its widespread uptake. As of 2008, there are little data available online regarding existing UQ implementations.

How can Premiercallcentre.co.uk help with Virtual queuing?

Our office is UK centralized and is used for the purpose of working as an advisor to companies to support and give advice on any business solutions including Virtual Queuing.

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