Impact
Virtual queuing impacts the call center metrics in many ways. Queue time is normally measured as Average Speed-to-Answer (ASA). When callers are offered the option to receive a First In, First Out callback, the callers’ acceptance rates are typically 45% to 55%. Therefore, about half of the calls that would normally queue for 5 to 10 minutes will now only accrue a speed-to-answer (ASA) of approximately 10 seconds. Likewise, these callbacks with a shorter ASA will score within the Service Level objective. Since callers cannot abandon while in a virtual queue, the overall number of abandoned calls will decrease. The impact on customer satisfaction is positive, but tends to be more difficult to measure objectively. Virtual queuing can result in better customer experiences and improved contact center operations. But there are several types of virtual queuing systems.
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