The Queue Callback feature provides a further solution to reduce customer wait time and improve the customer experience. When customers arrive in the queue, they can choose to leave their phone numbers and leave for now, yet still maintain his position in the queue. When there is an available agent, that agent will receive a callback, and as soon as he picks it up, it will ring the customer at the same time. You can also check how many customers currently need callback, callback status and other information in one place.

Yes. Like most of business telephony features, it’s included in all Yeastar PBX series at no additional costs.

• Ring all: ring all agents at the same time and the caller is connected to whoever picks up the phone first

• Linear: rings agents in a predetermined sequence. Calls are routed to the first agent on the list and only advance to the next agent if the previous one is unavailable.

• Least recent：ring the agent who was least recently called.

• Fewest calls: ring the agent with the fewest completed calls.

• Round robin: rings the first agent in the queue, then to the second one, and so one, so that all agents handle more or less the same number of calls.

• Random: rings randomly to any of the agents.

An Interactive Voice Response (IVR) tool automates call forwarding, providing customers with a self-service option handled by auto attendants. IVR uses the caller ID, phone number and generates inquiries to determine the issue and forward the call to the right person. More sophisticated IVR systems also utilize virtual assistants to provide immediate aid to callers with minor issues.

No matter how hard you try, there will always be situations where call volumes are just too big to handle. Of course, it doesn’t mean it’s an impossible task. The key here is to identify the reasons for long call queues and prepare a plan on how to deal with them correctly. In most cases, the number of calls significantly increases in one or more of the following situations:

Seasonal peaks

depending on the specification of your business, certain seasons can raise incoming call volumes. The same applies to promotional campaigns. Hiring extra contact center personnel is the best way to deal with the rising call volume. Callers who are on hold for an extended period of time during peak hours are more likely to hang up, increasing your abandon rate.

Understaffed departments

insufficient staffing happens in call centers. As your business grows, the call volume will sometimes increase beyond the initial expectation. If you do not hire more workforce to handle customer calls then, your call center, even the whole business will be under negative impact. Normally, you can check call reports regularly to spot this shortage of staff before it hurts your bottom line and take actions accordingly.

A lack of customer self-service options

Customer calls in with various issues and needs, but does every one of them needs to be responded by a human agent? The more efficient way is to pair your call queue system with IVR so that your customers can handle minor issues on their own. This means that the more sophisticated and technically demanding problems are automatically filtered out, and your agents can focus on handling them. This not only enables faster resolutions, but also increases the efficiency and value of the agents' work.

Outdated software

it requires more than staff to keep a call center running successfully. With a wide variety of tools now available, you can expect a much higher level of responsiveness and performance. If you settle for the very basic phone system features, you risk falling behind the competition and compromising customer satisfaction. Many advanced call center features such as queue panels, call reports, wallboard, etc. have been adopted by more and more call centers and helped them take the customer experience to the next level.