The phone call remains one of the most vital methods for businesses to connect with their customers and to deliver moments that matter. Which makes it essential that the people answering the call are the right people, with the best expertise to serve the customer and the business. We announced Group Call Management at WebexOne, which brings advanced call queue capabilities to Webex Calling, at no extra cost. For businesses that don’t need to invest in a full contact center, Group Call Management offers the functionality needed to handle seasonal spikes in call volume or a heavy call load due to special offers or promotions.
Whether your business has fully embraced a hybrid work model, with employees working from anywhere, or you conduct business mostly from a conventional workplace, you want the people at the end of your phone number to be qualified and empowered with the real-time knowledge, information, and resources needed to deliver the best results for everybody.
A crucial role your business telephone system plays—whether you get it from the cloud, or an on-premises PBX—is providing the features needed to ensure optimal call coverage is available for every business phone number. The call queue is a key feature used to provide coverage for a broad variety of call groups, where multiple people are assigned to handle inbound calls.
Call queues let you identify a specific set of phones or people to answer calls made to a particular phone number. This could be an internal help desk, a promotional sales number, a nurses’ station, and many other examples where, by assigning the number to a group of people, you can increase the chance the call will be answered by a qualified representative.
The people calling in to a call queue expect quality support, in a timely fashion. Presenting them with a simple navigation menu and welcome greeting goes a long way to making callers feel respected. It’s even better when you can let them know how long the wait will be and offer the option to request a callback, rather than expecting your callers to wait in queue.
For staff, in a hybrid work environment, give them an intuitive user experience, with one-step login, multi-queue access, real-time visibility into queue status and seamless interaction between their computer and telephone.
Supervisors need to be able to actively support their staff, with the ability to monitor, coach, or even take over live calls, when needed. Of course, real-time and historic reporting and analytics are a must.
This might sound like a lot more than you’re used to getting with the call queues you’re familiar with from PBX vendors, or other cloud providers. Group Call Management goes way beyond your typical call queues. (See Figure 1, above).
In addition to all the features mentioned above, you also get skills-based routing and an interactive analytics dashboard to make it easy to track busy hour traffic, agent performance and other key metrics. (See Figure 2, below).
Group Call Management is easy to set up, using Control Hub. You can use it for your multiline calling scenarios in which users serve multiple call queues or multiple call support functions.
Before we close, I want to recognize that, while call queues are used in contact centers, the modern contact center is a much more versatile and sophisticated vehicle for handling transactions across multiple media, including email, text, and web chat routing, as well as call routing, performance analytics, and workforce management and optimization. This is much more than you get with your typical call queue. When and where you need that level of functionality, be sure to evaluate your contact center options. Webex Contact Center is a wonderful place to start.
Group Call Management is one more great example of how Webex Calling helps you take your business to the next level. It’s available today, to help you elevate operations and establish high performance teams within your organization. Contact Webex sales to learn more and request a demo.
Learn more about Group Call Management in this feature overview article on Webex Help Center.