As a nation, we’re known the world over for our ability to form an orderly queue and wait patiently in line.
Just look at any supermarket, post office, bank or museum and you’ll find people doing what we do best queuing!
When it comes to speaking to a contact centre agent, we’re much less likely to be as patient but this depends on the kind of experience we have whilst waiting in the call queue.
There are positive and negative call queue experiences…
Positive call queue experience
A positive call queue experience will have a number of elements all of which have been carefully considered:
Custom In Queue Music - will be on brand and high quality
In Queue Messaging - will be relevant to the caller’s enquiry and offer useful information or alternative methods of contact
Call Back Option - offer the caller the option of requesting a call back so they don’t have to hold the line
Negative call queue experience
A negative call queue experience will have had little or no thought:
Default Queue Music - using the standard system on hold music is bound to frustrate your callers
Repetitive Messages - playing the same single message apologising for the wait every 20 seconds soon gets very irritating
Long waiting times - callers have better things to do than wait to speak to an agent so offer them the option of a call back or at least let them know how long they might be waiting.
IVR Recordings can help bring your Contact Centre Queuing Experience up to scratch and Contact Centre Helper has an interesting blog on 19 Contact Centre Queuing Strategies