15 Best Ways to Handle Queue Management in BPO
- Last Updated: 09 Jun 22
- 14 min read
Queue management is one of the issues that can be frustrating, annoying when you want clients to be engaged in your call outsourcing business.
Moreover, it can be very irritating when you don’t know how to handle queue management in BPO ( Business process outsourcing) business.
A study states that about
“75% of the customers get frustrated before even interacting with a live agent and in the average of 13 hours a year, consumers spend their time in a call queue.”
and, this causes some serious effects to the business, including:
- Service Disappointment
- Call Neglection
- Failed Business
- Lower Bottom Line
The undeniable fact is BPO is harder when it comes to managing a team of agents and needs of quality assurance. As long as you make it manageable, you’ll be able to set up a good call center and enjoy its benefits.
In case you don’t know, what is BPO? How can you choose the best BPO solution for your business? And how to handle inbound call queue management in BPO?
Our post will teach you everything you need to know about call queue management in BPO so that you can improve and satisfy customers in your business process outsourcing business.
What is Business Process Outsourcing?
Business process outsourcing (BPO) contracts with other companies to perform its front or back-office functions.
BPO comes into the field when you want to outsource a part of your business tasks to a third-party service provider. It processes incoming and outgoing service user calls for other companies.
For example: in a business process outsourcing (BPO) agreement, a company may outsource its accounting role.
BPO firms are viewed as the specialists in the business processes they support, and other companies usually outsource them to benefit from their knowledge and release obligations that are not critical to their operations
BPO Call Centers: How do they help businesses?
There are numerous business process outsourcing (BPO) companies and various delivery alternatives in the call center market.
Companies can choose to leave their call centers abroad, which means they are based in another country.
Therefore, company access to hiring skilled employees markets at a lower cost. You can deliver your entire call volume to the service provider and shut down your internal call center completely.
Alternatively, you can send their overflow volume to a Business Process Outsourcing (BPO) contractor.
Call center BPO handles your entire outsourcing outgoing and incoming call handling tasks.
If your company sells a product or service, your business process outsourcing provider will handle customer support and call marketing responsibilities.
Aside from making and receiving calls, BPO call centers also perform the following tasks:
- Back-end work such as data input.
- Help desk services are available.
- Activities in the virtual front office and back office.
- Assistance with technical issues.
- Market research for trends analysis
What is Call Queue Management in BPO?
Call Queue management in BPO is a call handling system that is designed to streamline incoming calles queues to reduce customers wait times and increase agent productivity.
Its purpose is to improve each agent’s number of callers while improving customer satisfaction.
The queue management system in BPO also describes to callers that the company they are phoning values their time, which is a powerful motivator for repeat business.
What is the goal of Call Queue Management?
In today’s era, everyone is busy and doesn’t want to wait. Call queue management aims to improve the service quality provided by call centers by reducing the call waiting time. We must understand client pain areas to provide better customer service.
The goal of Call Queue Management can be set into different ways:
Knowing the Priority
The numbers are sobering. After having a terrible customer experience, 89 % of clients will not hesitate to move their business elsewhere. If a customer is dissatisfied, 13% will distribute unfavorable news to 15 or more individuals.
Maintaining a high level of client satisfaction may be the single most critical determinant of your company’s development, continuity, and, eventually, success.
Should understand about the improvement of first-call resolution rates
A customer service call center’s primary goal is to provide a feasible and effective solution to the client’s complaint on the first call, if possible. It gives the client more authority and enables the call center to handle increased call volumes and provide superior customer care.
Reduce the call abandonment
Customers are more likely to hang up if trapped in a line for an extended amount of time. Customer unhappiness and call abandonment rates rise when lacking adequate call queuing software.
Get a provider that understands the consequences and allows you to route your call queues to voicemail to avoid losing valued consumers.
15 Working Tips to Handle Queue Management in BPO
Call queue management is a pain problem for call center agents. Here are the different ways to manage call queues you can implement in your BPO business for effective call handling.
1. Make sure you’re properly staffed by employing workforce management tactics
A long call queue is often the result of poor workforce management, such as having too few employees available to receive client calls.
The first step in implementing call center management best practices is to increase (or decrease) staffing to better handle queue volume. Pay attention to when WFM anticipates your busiest and slowest days, and change your personnel accordingly.
2. Add virtual queuing and call-back queues as options
Instead of waiting on hold, provide clients the option of getting a call back when an agent becomes available.
Customers will be able to keep their place in line without having to wait and watch the minutes tick away as valuable time passes.
Instead, your system collects their contact information and places them on a list to be contacted when an agent is available.
3. Upgrade to the latest technology
Investing in call center software and upgrading to new technologies can help you better serve your clients and satisfy their expectations.
The innovative call center software features are effective and deliver an outstanding experience. The queue set must be configured regularly to reduce the wait time, however, investing in new software can alleviate these issues.
It can include a variety of functions, such as encouraging callers to leave a voice message or forwarding them to a messaging platform where the chatbot can answer their questions.
Modern call queue management software like krispcall has functionality that allows callers to be sent to voicemail if they do not wish to be on the line, reducing typical wait times.
Read Also: Benefits of Call Queueing System
4. IVR (Interactive Voice Response) System
Interactive Voice Response (IVR) technologies are useful in dealing with low-level issues. The automated system provides the necessary support to the callers.
Without the assistance of a human agent, the Interactive Voice Response (IVR) technology can effectively deliver information regarding account balances and business hours.
A multi-level IVR can also take a lot of information from callers. The IVR system must be appropriately configured to reduce wait times.
5. Allow call center agents to take care of their queues
Allowing call center operators to handle their queues helps minimize the average queue time. Agents at call centers must keep track of average wait times and total calls.
Based on the average time in the line, they must aim to spend less time on calls. Call queue management can be enhanced after agents are given the freedom to control their queues.
KPI measurements such as live queue monitoring and call wallboards can be used to improve performance.
6. Put your call queues to the test
This one is very self-explanatory, although it is frequently overlooked. Before customers contact you, have agents, staff, or partner vendors assist you in testing new call routes and queues.
Look for any flaws, defects, or malfunctions that detract from the user experience. Then, before pressing the go button for all customers, repair them.
7. Create cross-functional teams to reduce wait times
Managers can aid in the reduction of long wait times by training agents’ team members in various aspects of the business. If a department or team is overburdened, managers can swiftly fill the void with cross-trained team members.
8. Call recording and call analytics
They are useful tools for educating your agents and team members. Managers can track the quality of consumer grievance resolution to measure and improve efficiency.
Longer calls suggest concerns such as the agent interrupting the caller, not effectively listening to the situation, and failing to take corrective action.
9. Make a schematic of the interaction flow
Use visual tools to plan out all conceivable customer journey pathways, then build queues accordingly. Predicting consumer needs and mapping out your procedures is easier when you look at your customer paths upfront.
And you do so without overcomplicating the client (and agent) experience by adding needless waits and paths.
10. Implement effective workforce management strategies
A long call queue is frequently caused by a lack of agents available to address customer complaints, and this is essentially a problem with worker management.
The best course of action would be to staff up or down to ensure efficient call handling. You can track when the workforce anticipates high call volumes and staff accordingly.
11. Onboard on-call agents to avoid overstaffing
When call volumes are high, on-call agents can assist in distributing the load. It cuts down on wait times at busy times, such as holidays, new product launches, and promotional events.
12. Fix a maximum on-hold waiting time
Avoid call abandonment and reduce customer discontent before transferring the call to voicemail or another channel.
13. Reduces the Costs
Wages are one of the most expensive aspects of running a contact center. But especially when there are too many callers in the queue.
How do you maintain a balance of agents to call volume? How can you keep customer service humming while keeping expenses under control when client pleasure is the number one priority of every call center?
Call flow optimization can be impossible without the correct call management system.
14. Adopt tools that allow you to change queues without involving IT
Managing your queues and interaction pathways requires ongoing iteration and improvement to provide better service to clients.
Use technologies that make it simple for you and your administrators to change call routes and create new queues as needed without having to submit ticket after ticket to your overburdened IT department.
15. Determine what you require
Consider why you’re outsourcing your call center in the first place before committing to a call center outsourcing provider. The rationale for outsourcing will help you determine who you should hire to manage your company.
Examine the types of calls and channels that your company needs.
Is it mostly cold calling?
Is it a matter of customer service?
Top 5 Call Queque Management Software for BPO Business
The following are the top 5 call queue management software for your BPO business that can help you accelerate.
For better performance and business, you can trust on KrispCall. It has easy-to-use, easy-to-navigate, and gets better performance at an affordable price.
It has features such as unified callbox, sequential calling, interactive voice response, automated call distribution, and redirection, IVR which helps to handle queue management with no wait.
As well, it handles all your requirements that are needed for queue management including flexibility, increment in productivity, and workflow analysis.
- Modern Call Queue Management
- Unified phone numbers
- Click to Call widget
- Capture leads on the website
- CRM phone system
- And, many more…
Plans and Pricing: For the essential plan, it will cost $15/user/month; standard plan, will cost $40 monthly/user; enterprise plan, will cost customized solution.
Try Krispcall Call Queue Management’s top-notch features today.
CloudTalk is one of the effective call queue management software which serves with superior calling experience.
Additionally, it has a user-friendly dashboard that gives you insights into your customer’s call queue while predicting their needs before speaking to them.
- Leverage cloud technology
- Language preference
- Map out the customer journey
- Drag and Drop Call flow designer
- And many more…
Plans and Pricing: For starter plan, it will cost $20/user/month; for essential plan, it will cost $25/user/month; for expert/custom, it will cost $40/user/month.
One of the best call queue management software developed by Freshworks. It is cloud-based software that has to facilitate you with simplicity and a modern way of handling any business to use, according to size and technical expertise.
It is quick to set up with no requirement of hardware and the best solution for occasional use with an unlimited number of users. It supports both inbound and outbound calling which helps you in handling in a planned way.
- Unlimited agents
- Best for small business
- Blind transfers
- Conference calling
- Call monitoring
- Call masking and recording
- Omnichannel routing
- And, many more…
Plans and Pricing: For sprout plan, it will cost $0/user/month; for blossom plan, it will cost $19/user/month; for the garden, it will cost $40/user/month; for estate, it will cost $59/user/month.
If you have a considerable business and enterprises and looking to reduce outbound sales, inbound customer queue management, administrative features into one common platform, then Five9 is one of the solutions for you.
It provides practical AI to enhance the team’s effectiveness on the phone, web, email, chat, and more. It also provides top-rated end-to-end 24*7*365 service that terminates the need for large companies using multiple communications tools.
- Predictive dialing
- Omnichannel support
- Open platform APIs
- Call routing
- Self-service tools
- And, many more…
Plans and Pricing: It will cost $100.00/feature/month. Five9 does not offer a free trial and doesn’t have a service for the version.
Dialpad supports more than 50 countries with its great cloud communication platform. It is easy to use and can be used on various devices in real-time from anywhere.
It can collaborate with your G Suite, Office 365, and salesforce which help the business phone apps check voicemails, make phone calls and send messages through any device.
- Powered by AI
- Analyzing Sentiments
- Call Recording
- Call transfer between device
- Spam detection
- Multi-level auto attendant
- And many more…
Plans and Pricing: For the starter plan, it will cost $15/user/month; for the essential plan, it will cost $25/user/month; for expert/custom, it is customizable.
In Bottom Line
The appropriate answer of “How to handle queue management in BPO” is critical for ensuring a smooth and hassle-free resolution of client inquiries. Give your call center agents the call queue management tools they need to keep track of average wait times and total calls.
The better the customer satisfaction level, the shorter the wait time and the shorter the call with a satisfactory outcome. Happier customers are more likely to do business with you.
Modern Cloud telephony with loaded call features helps to handle call queue management in Business process outsourcing startups. KrispCall is one of the best cloud-based call center solutions for queue management that provides features of call forwarding, share number, call transfer, and many more.
It also serves the best features that help your business grow and focus on a better outcome. Try Schedule Free KrispCall demo now and know how it is a single weapon to organize, manage and predict call queue management for your BPO Business.