SA VCQ: Virtual Call Queue
Now you can drive call center efficiency with SA Hosted & Management Solutions' Virtual Call Queue (VCQ).Video
A Cloud-based Call Queue and Routing Allocation Platform
One of the biggest customer frustrations is long hold time. Despite forecasting and planning, your call center could still be impacted by call volume spikes, increasing your customers’ aggravation and overwhelming your operational staff.
Now you can drive call center efficiency with SA Hosted & Management Solutions' Virtual Call Queue (VCQ). VCQ places your callers in line while your agents are busy with other calls.
The queued calls are distributed to your next available agent, allowing you to serve your customers promptly and efficiently.
VCQ also allows you to hold calls in a queue off your call center switch, so no caller has to hear a busy signal and other customers are not impacted by high call volumes.
Additionally, callers can opt for a “call back” option, effectively keeping their place in line without having to stay on the line.
The VCQ can also be used for emergency backup. If you have multiple call centers or business offices, the VCQ can set up a failsafe. Working with your carrier, all calls can be routed to that alternate location should the original location be down for any reason.