A hosted VoIP telephone queuing system is an integral part of any phone system. The risk for many businesses, irrespective of call volume, is that missed call are missed opportunities. In the event of missing customer care phone calls, this can lead to poor customer care.
A hosted VoIP phone system queue will ensure that when callers ring your business, they meet a simple, branded welcome. Following this pre-connection greeting, the VoIP phone system will then instantly search for any available phones. Any phones that are not engaged will then ring. If all lines are engaged, then following the pre-connected greeting, the phone system will alert the caller that they have been placed on hold, their position and the average wait time before being connected. Their position in the queue is periodially updated.
When the caller is connection from the queue, a user whisper message will tell you how long the call has been placed on hold.
With the queue comes a raft of useful reports which can be used to better manage calls and users.
By logging into the VoIP phone system web portal, you can access reports for inbound and outbound calls showing: volume of call, how many calls where answered vs. not. Whether callers abandoned rather than be connected, which extensions answered the call. There are approximately 30 reports in the VoIP phone system reporting, and all information can be exported into excel for analysis.
If you are worried about how long callers are on hold for (which is still better than an engaged tone) you can add call breakout to the VoIP phone queuing system. Call breakout means that at any point, the caller can press a button and be transferred to a voicemail service.
These voicemails are then automatically emailed to you and are available on the phone and the VoIP web portal.
Saffwood Communications is a Hosted Telephony provider to businesses. We specialise in SIP and VoIP. Our aim is to support businesses using outdated systems such as PSTN multiline and ISDN to move onto modern, robust telephony platforms. We support business of any size and are fanatical about customer care
Saffwood Communications 
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