What Is A Virtual Queue?
In a call center, a virtual queue helps to eliminate hold times by allowing callers to choose to hang up and have an agent call them when it is their turn in queue. It uses an Automatic Call Distributor (ACD) to hold queued calls until an agent is available.
Advantages of A Virtual Queue
There are numerous advantages of using virtual queues:
Can eliminate hold times
Callers do not lose their place in line
Callers do not need to be tied to the phone while waiting for customer service
Improves the customer experience
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