Virtual Queue - First In, First Out Queuing Vs. Scheduled Queuing

First In, First Out Queuing Vs. Scheduled Queuing

The two main types of virtual queuing systems are First In, First Out (FIFO) and Scheduled.

FIFO systems allow customers to maintain their place in the queue and receive a callback in the same amount of time as if they waited on hold. Virtual placeholders maintain the integrity of the queue and provide added convenience to customers without penalty for avoiding traditional hold time.

The earlier examples looked in detail at how FIFO virtual queuing works. Scheduled systems offer the same convenience of a callback without waiting on hold, but differ from FIFO systems in that customers do not maintain their place in queue.

Scheduled callback systems offer customers a callback at some time in the future - but after the time when their call would be answered if they remained in queue. If queue times are excessive, it may be more convenient for customers to receive a callback later in the day, or even later in the week. Among the various types of scheduled callback systems, there are variations, each with its strengths and weaknesses.

Datebook-type scheduling systems allow customers to schedule appointments for up to 7 days in the future. Contact centers can block out times that are unavailable for scheduling and limit the number of appointments available. Datebook systems also allow customers who reach your center after business hours to schedule an appointment during normal operating times.

Timer scheduling systems promise a callback in a preset amount of time, regardless of queue conditions. While this ensures an on-time callback for the customer, a surge in call volume or staff reduction due to a shift change can create a bottleneck in the contact center's queue, lengthening wait times.

Forecast-based scheduling systems only offer appointments during times when the contact center anticipates a drop in demand based on workforce planning forecasts. These times may not be convenient for the customer, and the contact center runs the risk of a bottleneck if the anticipated reduction in demand or increase in staffing doesn't occur.

While both First In, First Out and Scheduled queuing can provide significant performance benefits to the call center, some queuing systems only allow for scheduled callbacks, though FIFO is clearly preferred. The limitations of these forced-scheduling systems do not provide an optimal customer experience, and their reliance on countdown timers or call traffic forecasts may negatively impact contact center operations. Timer scheduling and forced-scheduling systems can cause a “stall” or “chase” condition to occur in the queue, reducing call center efficiency.

The best bet for improving both customer satisfaction and contact center operations is to implement a comprehensive queue management solution that includes both First In, First Out and scheduled callbacks and focuses on the customer experience while improving the contact center's performance.

A good virtual queuing solution will integrate with a call center’s existing technologies, such as CTI, workforce management and skill-based routing, to maximize the benefits of all systems, making it an integral part of a comprehensive queue management strategy.