Q: Without getting too technical, can you explain virtual queuing? How different is it from ‘click to call’?
Marie S. – Orlando, FL
A: Good question. Virtual Queuing is more of an industry term, which is slowly starting to seep into consumer conversation. Basically, Virtual Queuing is the idea of getting a call-back instead of waiting on hold. Click-to-call is a way to offer virtual queuing to callers. The click-to-call solution doesn’t always include virtual queuing, although it should. From either your browser or smartphone, virtual queuing allows customers to receive/schedule a callback from an agent instead of endlessly waiting on hold.
It’s really a win/win situation when you think of it. Consumers are happier when they aren’t placed on hold, and bottom-line results are delivered to businesses through cost reductions and customer loyalty. Sadly, not all businesses have adopted this into their call center strategies. In the meantime, try Fonolo’s demo, which will demonstrate how virtual queuing works.
Thanks for your question Marie!
Feel free to send in your questions to email@example.com.
Fonolo’s In-Call Rescue
In-Call Rescue extends the Fonolo experience to customers who call your company directly (as opposed to starting on the website or mobile app). When hold times are too long, your customers are offered the option to “press  to receive a call-back when the next agent is available.” Fonolo handles the rest. All your existing processes (e.g. CTI, screen-pops) will work as before.
The idea of virtual queuing has been around for a long time, but Fonolo has revolutionized it by offering it as a cloud-based service. This means:
- Faster deployment
- Lower costs
- Easier configuration
- Better scalability