When you have a business establishment which offers clients with the opportunity to communicate and provide feedback through a call center, it is possible to get in a position where the customer call traffic becomes overwhelming for the available customer care agents. The the occurrence of the unexpected client traffic coming through the calls made to a call center leads to cases of queuing that results in many people being on hold as they wait for the next agent that can be free to talk to them and offer necessary advice. However, it is possible to create a type of queue whereby the customers are aware about the conditions of the waiting call so that they have a clear understanding of how long it will take before the available agents can serve them.
The case of informing customers who are making calls about the conditions of the queue and the time they can wait until an agent serves them is called virtual queuing, and it plays an important role in the positive experience for customers. There are several advantages of the virtual queuing feature when used in a business establishment with a customer care unit. First, virtual queuing creates the circumstances under which cases of clients tending to abandon their calls are minimized after eliminating the uncertainty that results from telling them to hold without specifying how long it will take before they speak to the next agent. The availability of virtual queuing is important to the clients because they receive information about the timeframe within which they can expect to talk to an agent so that they can choose to hang up and request for a return call afterward when agents are not busy.
The second advantage is that the fact that a customer is made aware about waiting time makes him less frustrated with the customer care unit and the conversation when the call goes through will be about solving the issue instead of complaining about the queuing experience. The awareness created in the minds of clients regarding the queuing experience makes them want to speak about their problems quickly so that they can have the courtesy of allowing the agents to be free to attend to other clients who might have similar problems.
The third advantage is that the existence of virtual queuing means that the toll costs are reduced to a large extent since the order for incoming calls is established and the clients hang up before they can make the calls after the specified periods. The last advantage is that the use of virtual queuing makes clients appreciate the steps taken by the customer care agents to address their concerns despite the large traffic.