Virtual queuing solutions

Reduce customer frustration with virtual queuing solutions from Bell. When your contact centre is overloaded, virtual queuing can automatically activate to effectively manage call volume, cutting the need for excessive agent staffing during peak times and lowering customer wait times.

Virtual queuing solutions from Bell provide your customers with the freedom to choose the most convenient option for them – ensuring customer satisfaction and reducing the strain on agents as a result of high call volumes during peak times.

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How it works

When wait times are long, virtual queuing solutions from Bell give customers the choice to:

• Stay on the line and wait for the next available agent – the standard for many contact centres
• Schedule a call-back – the system can schedule a call back from an agent at a time of the customer's choosing
• Hold in the virtual queue – customers can hang up and the system will call them back at the end of the wait time

Features

Bell's virtual queuing solutions:

• Announce expected wait times
• Schedule appointments up to seven days in advance
• Allow you to reconnect with customers you missed
• Fit into any contact centre strategy with a variety of customizable options

Benefits

• Handle higher call volume with the same number of agents while reducing repeat calls and agent talk time
• Provide customers with multiple options to create a positive experience
• Reduce trunking and toll costs

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Why Bell?

With Bell, you have access to the largest team of contact centre professionals in Canada. Our experts work to define, design, develop and deploy the appropriate solutions for your organization.

At Bell, we constantly test new solutions in our own 310-BELL contact centres. We take key learnings to our clients, giving you access to best practices, new technological trends and the most efficient processes.

Contact us today for more information.