Virtual Queuing - Comparison of Queuing Options

Comparison of Queuing Options

Comparing traditional and virtual queuing timelines shows the difference in the customer experience. In this first example, the customer waits in a traditional queue for 12 minutes. When he's finally connected with an agent, he talks for 3 minutes - but some of that time is spent complaining about his time spent in the queue. Note that many customers in this situation would abandon the queue before reaching an agent, and retry the call later, resulting in additional telecom costs for the contact center and skewed call center metrics.

In the second example, the customer is treated by a virtual queuing system. He listens to a greeting that informs him of his EWT and offers him the option of receiving a callback rather than waiting in a queue. He prefers to remain in the queue, so his call enters the queue and he is connected with an agent when his turn arrives. It's unlikely that he will waste time complaining because he was informed of his estimated wait and presented with options for managing his time. This is indicated in the example with “Saved Talk Time”. He may also be less likely to abandon the call because he was informed and made a conscious choice to remain in the queue.

The third example shows a customer who is treated by the virtual queuing system and chooses to receive a callback in the same amount of time as if he waits in queue. After entering his phone number and speaking his name, the customer hangs up the phone and a virtual placeholder reserves his spot in the queue. This "virtual queue time" saves inbound telecommunications charges (because the customer is not on the line) and frees up the customer's valuable time. When the placeholder is near the front of the queue, the system calls the customer back, greets him, and puts him at the front of the queue, where he is next to be answered by an agent. Since the customer has had a positive experience, he may be less likely to complain about a long wait.