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Without a proper queue management strategy in place, the work process of the agents will become a total mess. Establishing strong customer queue management is crucial to ensure that every query gets answered and agents’ lives get easier. Effective queue management is important for any business that deals with a high volume of customers on a daily basis. It helps to ensure that customers are served efficiently, reducing waiting times and improving the overall customer experience.
What is customer queue management?
Customer service queue management refers to the strategies and techniques used to manage the flow of customer inquiries and requests in a customer service setting. This can include managing the volume of inquiries, prioritizing and routing requests, and ensuring that customer inquiries are handled efficiently and effectively.
Here are the 7 tips for managing customer queue like a pro
1. Reduce the rate of unanswered calls/ messages
Make sure your agents are available to take calls/chats to reduce the rate of unanswered calls/messages. As a manager, you must ensure that someone from your team is always available to handle customer queries during business hours to minimize this number. For that, you can optimally manage the break timings of your team, declare all hands-on decks during rush hours, roll out incentives for motivation, and create a competitive environment for the team.
2. ACW/Avail Management
After Call Work is a very important metric that must be monitored diligently; make sure your agents are ready for the next customer after a call in the shortest time possible. Try to reduce this time by ensuring your team is up to date on the process. Do timely knowledge checks. Help them create templates that they can use to send quick emails to the customers after a call or chat. Make sure your case logging procedure is not too arduous and doesn’t take too long. The average ACW time taken should be 45 seconds.
3. Make sure the queries are handled in real-time
You must ensure that the agents handle all of their incoming calls and chats in real-time and not just transfer them to another department because they don’t feel like taking calls today. You can monitor this by keeping an eye on your agent’s calls & chats to check what they are doing on a daily basis. Quality assurance should also be a guiding factor for such cases.
4. Call Handle Time (CHT)
Call Handle Time is also an important metric that needs to be looked upon. You must ensure that the agents resolve the customer query in the most efficient way possible. They should not be stretching out conversations to avoid taking more calls. Also, you must ensure that the agents are on a legitimate call, not just out-calling themselves and then sitting on the call giving dead air. Hence calls with long CHT needs to be assessed more thoroughly.
5. Escalation handling
A lot of times, cases are wrongly handled and incorrectly escalated, resulting in increased workload, bad reviews, and decreased customer satisfaction. To make sure that your process is running smoothly, try to reduce escalations as much as possible. Reduce the chance of customers returning with the same question by properly educating them about your services and providing relevant documentation for the same if available.
6. Set expectations with customers
Letting customers know how long they can expect to wait for a response or resolution can help manage their expectations and prevent frustration. You can do this through automated messaging or by providing an estimated wait time on hold.
7. Regularly train your support team and optimize the process
It’s essential to regularly review and assess your customer service process to identify areas for improvement. This can include analyzing customer feedback, tracking metrics like resolution times, and making necessary changes to your process.
Closing lines
In conclusion, effective queue management is crucial for any business dealing with a high customer volume. By using a queue management system, offering multiple channels for service, training your staff, communicating wait times clearly, and using queue management software, you can improve the efficiency of your business and provide a better customer experience.
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With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.
With there being 3.5 billion smartphone users in the world, mobile becomes one of the key elements of an omnichannel strategy. With the addition of hundreds of millions of users in a month, it makes sense for a customer to seek support on their mobile devices too.
According to a study conducted by SuperOffice, 90% of customers stated their customer service experience on mobile was negative and 52% of customers said that a poor mobile experience makes them less inclined to the brand. To improve on this factor, make it easier for your customer to navigate and get support. The top complaint of customers for customer service on a mobile site was “difficult to navigate”.