Virtual queuing is a powerful technology that can benefit your call center in many ways. Although virtual queuing has been in existence for decades, many people aren’t familiar with the term. Quite simply, it means holding a caller’s place in line – “virtually” – so that they can remain in the queue without actually having to stay on the phone. Most commonly, this is done by collecting the caller’s phone number and then calling them back when an agent is free. So, in short, virtual queuing means “replacing hold-time with a call-back”.
Here are 5 amazing benefits your call center can realize by using virtual queuing.