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* Your customers don´t have to wait on queue, for an improved experience.
* Optimize your SVL, you don´t have customers waiting.
* Reduced abandons.
* Optimize the use of your phone lines, you can have 500 customers on queue with only 100 lines.

You have two optional implementations:

1) Most used

+ The customer calls
+ The system announces the place on queue
+ Customer hangs
+ When the customer reaches its position on the virtual queue, the acd calls her back.

2) Alternative, without callbacks

+ The customer calls
+ The system announces how much wait time
+ Customer hangs
+ The customer calls again in a few minutes, mantaining her original position.

Hope it clarifies.

Willy
http://www.inconcertcc.com

Tamara Field

President, Press8 Telecom LP

Posted on Oct. 17, 2011

Virtual queuing systems allow customers to receive callbacks instead of waiting in an ACD queue. The system will call them back when they are at the front of the call queue 'line'.

Virtual queues are becoming popular in other ways including via an online form called a 'call back form' where the user can put in their phone number and a date/time they would like to be called.

Either way the user does not have to be on hold.

Since call queues are digital programs, they can be programmed to do many things and the virtual queue is just one of them.

Padraig McTiernan

Posted on Feb. 2, 2012

Another big advantage of a properly integrated callback, or virtual queue, system is the agent can be better prepared than for direct calls. An integrated callback system means the agent get notification of the customers name and full CRM record as soon as they are connected to the callback. It can also include the reason the customer is calling - if they have filled in a web form, or if they have an open trouble-ticket.

Padraig McTiernan
CTO
http://www.ct-solutions.com