Reduce customer waiting time by redirecting call queues to voice mail


With the ongoing COVID pandemic, people rely on technology in all areas of life. Organizations around the world are using business phone systems to achieve better two-way communication and ensure that they are always accessible.

If you are considering how a business phone system can simplify communication, please continue reading.

An important benefit is that you can leave a voice mail with questions and wait for a support representative to reply you. This is particularly useful in the current situation where everyone uses the phone to connect, and the agent is not always able to answer customer calls.

Provide a first-class customer experience by redirecting call queues to voice mail

Customer service is important!

Did you know that 61% of customers said they stopped trading with companies after a poor customer service experience?

This means that organizations need to innovate and think about new ways to provide a simplified customer journey. One way they can do this is to ensure that their support representative can answer the phone and respond to customer inquiries immediately.

Although every company hopes to respond super fast to local customer calls, the situation is still different. Peak hours can be a nightmare, and having your sales agent manage a large number of calls at the same time can become complicated.

Ignoring customer calls or letting them wait endless hours in the phone queue may lead to higher dissatisfaction and call abandonment rates. Since a call abandonment rate of more than 10% is considered very high relative to the industry average, you want to control this indicator by reducing call queues.

So, what is the solution? How do you manage the overflow of incoming calls without reducing service levels?

The answer is simple. Invest in a smart business phone system that can redirect call queues to voice mail. As we all know, when call center employees are overworked and face a large number of calls, setting up voice mail is a convenient feature. If no agent is free to answer customer calls or the call queue is full, the caller can be automatically directed to voice mail.

Today’s customers are more demanding than ever before. 59% of customers said they have higher expectations for support than a year ago.

Benefits of setting up voice mail

1) Reduce waiting time:

The traditional service level of the call center industry requires every call to be answered within 20 seconds! So, what happens if you make the customer wait longer and hear the automatic message? They think they will not get the required level of service in your organization, so they hang up.

By setting up voice mail and redirecting calls there, you can assure your loyal customers that their voices have been heard. You sent a powerful message that you care about your customers and believe that their time is precious. This is a great way to increase customer satisfaction and increase the agility of the support process.

2) Keep the pressure off the agent:

The productivity of the agent directly represents the call center’s ability to solve customer problems. When support representatives know that a long call queue is waiting to be processed, they may feel a lot of work pressure, which may further lead to low service levels.

Redirecting the call queue to voice mail is an opportunity for agents to provide their customers with an excellent service experience. They do not feel the need to answer the phone in a hurry, thereby increasing customer engagement and satisfaction. An effective IVR system can help set up virtual queues and automatically request customers to leave voice mail messages under heavy traffic.

3) Improve process efficiency:

The best part of investing in a business phone system that can redirect call queues to voice mail is that it simplifies key business processes. Before redirecting the call to the voice mail option, you can easily set the call overflow limit by defining the maximum number of customers in the queue.

Another useful option is to set the call timeout. Therefore, when customers wait for a certain number of minutes, you can automatically ask them to leave a voice mail so that the agent can reply as soon as possible. Organizations can simplify the incoming call process to save time, automate repetitive tasks, and improve efficiency.

4) Personalized customer service:

One of the most frustrating situations for customers is encountering agents who lack knowledge or data. According to a recent survey, 62% of customers believe that service insight and knowledge are the key to a good customer experience.

When an agent responds to a customer’s query after listening to the customer’s voice mail, they have time to prepare the reply and provide personalized service. Support representatives can obtain the knowledge they need to provide better answers. This enables them to resolve customer complaints, inquiries, and problems during the first call, thereby increasing the first call resolution rate.

How to use CallHippo to redirect the call queue to voice mail

Redirect call queue to voice mail-infographic

CallHippo is the market leader in the cloud phone field. It provides local and free virtual phone systems to more than 50 countries/regions to improve operational efficiency.

With CallHippo, you can use the power of technology to save time and enhance communication processes. Although CallHippo has a wide range of innovative features, redirecting the call queue to voice mail is one of the most beneficial and useful features for the organization.

The best part of using CallHippo to redirect call queues to voice mail is that you can manage simple workflows without too many complicated processes. Here is how CallHippo redirects the call queue to voice mail to enhance the customer experience:

1) Welcome callers via IVR pre-recorded message

When a caller dials the CallHippo virtual local or toll-free number, they are first welcomed by the interactive voice system. You can provide callers with self-service options through IVR, where they can choose a department or extension number to connect to solve their questions.

2) Skill-based routing to connect agents

CallHippo then enables you to configure skill-based routing to connect customers with trained expert support representatives. It identifies “free agents” with specific skill sets who can provide effective services and transfer customer calls to them.

3) The caller is placed in the queue due to the unavailability of the agent

If the agent is unavailable for some reason, such as heavy call traffic, the CallHippo business phone system will automatically put the caller in the queue. Callers can listen to music on hold or pre-recorded messages while waiting to answer the call.

4) Define call queue threshold

With CallHippo, you can easily pre-define call queue thresholds for how long you want customers to wait in line for service. Most organizations set it to about 45 seconds to 1 minute, because anything outside this range can lead to a higher call abandonment rate.

5) Redirect calls to voicemail

When callers wait in the queue for more than the threshold time, they will be redirected to voice mail. Since the agent is not available, the IVR will prompt the caller to leave a message and let the caller know that the agent will reply to them soon. CallHippo records the phone number of the caller; therefore, even if they do not leave a message, the agent can call back later.

6) Receive alerts and notifications

After leaving a message on the voice mail, agents and managers can receive automatic alerts. They can also check any new voice messages in the report or from the dashboard.

The last sentence

The organization sets high standards by providing an unparalleled customer service experience. You must invest in a reliable business phone system, such as CallHippo, to provide you with the best features at a competitive price.

With CallHippo, you can help customers save time by redirecting the call queue to voice mail. This improves overall customer satisfaction and ensures that you retain a loyal customer base. It provides a clear competitive advantage for the call center and adds key bottom-line results.

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