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.