When you have a high number of incoming calls, how do you answer them?
Do you let customers go straight to voicemail? Try another department? Or wait for what
seems like an eternity?
When customers wait for a minute or more, they’ll be harder to satisfy.
1. Properly Route
Incoming
Calls
2. Handle Call
Overflow
More Efficiently
3. How You Can
Build a
Better Future
4. Additional
Features
To avoid this problem, businesses with exceptional customer service invested in a system to
let customers wait in a queue. Once in the queue, they’re given an option to route
themselves to different departments through a Virtual Receptionist.
That’s where DYL’s Call Queues work best. It creates a line of incoming callers waiting to
be spoken to. During this time, callers can select options to get in touch with other reps,
another department, or listen to music.
Perfect for companies wanting to improve
wait times and satisfy customers.
Properly Route
Incoming Calls
It’s no wonder customers become increasingly upset if they’re waiting for minutes.
To make things worse, if callers wait for 45 seconds, more than 50% abandon the call.
DYL’s Call Queue ensures your customers can choose to wait or route themselves to different
departments with a Virtual Receptionist.
So when customers call your business line, they’re given several options. They choose one
option and they’re immediately placed in a queue. If they’re at the front of the line, your
rep connects with them and they can solve
their problems within seconds.
Why is this so important?
Call queues improve wait times by
342% and it’s interactive. Meaning it’s great for businesses wanting to improve the customer
experience.
How well do you know your business?
Question
Handle Call
Overflow More Efficiently
Call Queues organize incoming calls, so reps know who they need to speak with next.
No longer do you require a receptionist to route calls.
Instead, when a customer enters your call system, they’re automatically routed to the
correct department and they’re placed in a line of incoming callers.
Improving your call process has
never been easier. The best part is, DYL’s system shows which customers called in first and
who is waiting. Once you’re on a call with a customer, DYL’s system automatically pulls up
the account associated with the customer.
The perfect solution for
businesses with call centers and customer service teams.
Scroll down to see how Call Queues helped Construct the World improve their customer phone
experience.
How You Can
Build a Better Future
Construct the World is a construction company working on some of the largest development
sites in their area. Vice President of Customer Interactions, Dale Cheenly saw there was a
big problem with their customer experience. With over 25 calls received per customer service
rep, their staff were busy all the time.
As reps would get busy, some customers would wait for 2 minutes at a time before connecting
with a team member.
But the larger issue was that many customers dropped calls because their phone system only
allowed 2 minutes of wait time before disconnecting the call.
After spending some time on the phones, he realized many of the customers didn’t want to
speak with customer service. Most of the time, they wanted to reach engineers, sales, or
another department.
So he looked for a solution that would let customers connect with other departments, while
creating a line of incoming customers from first to last.
The answer? DYL’s Call Queues.
Combined with Virtual Receptionist, customers could choose from a list of departments and
associates they needed to speak with. Also, if customers wanted to wait for more than 2
minutes, customers could stay on the line for as long as they wanted.
Within three months, Construct the World routed customers to the correct department over 97%
of the time. Since then, they’ve decreased wait times to less than 30 seconds. Customers and
leads have never been happier.
DYL’s All-in-One Platform includes over 80 Customizable Features
