Telephone queue
Manage inbound calls efficiently with unlimited customizable queues with personalized announcements and precise parameters.
Optimize incoming call handling
Queuing is a feature that lets you manage incoming calls by putting them on hold until an agent is available to take them. Restrict your queues to the desired length and number of callers, customize waiting announcements and inform your callers of their position in the queue in real time.
Don't miss a call
By setting up a telephone queue for your customers, you can minimize waiting time and reduce the number of abandoned calls. Improve customer retention and overall satisfaction by offering seamless call handling.
A useful and pleasant wait
Personalize announcements to inform your customers about your products and services, or offer them a pleasant telephone experience by having them wait for you with music. Create a unique atmosphere that reinforces your brand image right from the first phone call.
Control waiting time
Kavkom’s Waiting Queue offers smooth call management, avoiding excessive waiting times for customers, and lets you monitor activity in real time to adjust settings as needed.
"Kavkom has been the perfect answer to our business telephony needs. Their simple, reliable system, performance statistics, switchboard customization and ability to quickly call our key users have greatly enhanced our efficiency and customer satisfaction."
Ben Cauchois
VP Sales & Operations @ SEIZA
Outstanding communication quality
To reach its objectives and achieve exceptional performance, the use of the predictive dialer led to an increase in the number of candidates contacted. What’s more, thanks to Kavkom’s telephony solutions, waiting times have been considerably reduced, enabling calls to be handled more quickly. In addition, dunning times were reduced by 40%, improving the overall management of the recruitment process by making it more efficient.
Frequently asked questions
How does a telephone queue work?
A telephone queue functions as an incoming call management system in which calls are organized and distributed in an orderly fashion to available agents.
What are the advantages of having a telephone queue?
Setting up a telephone queue offers several advantages for businesses. Here are some of the benefits of using a telephone queue:
- Call management optimization
- Reduced waiting time
- Personalizing the customer experience
- Improving operational efficiency
- Data collection and analysis
- Managing call peaks
- Improving customer satisfaction
How do I set up a telephone queue?
To set up a telephone queue, access the telephone system, define queue parameters (music on hold, messages), assign call distribution rules, and specify the information to be displayed to agents. Then test the system to make sure it’s working properly, and adjust the parameters if necessary.
Can we customize queues to suit our needs?
Yes, telephone queues can generally be customized to suit your company’s needs. You can adjust on-hold messages, music, define priority rules and direct calls to specific agents. This flexibility makes it possible to adapt the queue to meet the specific telephone customer service requirements of each company.
Freeware solutions, on the other hand, cannot meet these requirements, especially when it comes to data protection. Kavkom’s call recording system fully guarantees these conditions.
How do you measure the efficiency of a telephone queue?
The efficiency of a telephone queue can be measured by analyzing key metrics such as average waiting time, caller abandonment rate, post-call customer satisfaction, and agent productivity. Analysis tools track this data, providing a complete view of system performance and facilitating adjustments to optimize customer experience and operational efficiency.
What are the best practices for managing a telephone queue?
For optimal management of a telephone queue, it’s essential to personalize on-hold announcements, offer pleasant music, provide information on estimated waiting time, and use fair distribution algorithms. Agent training, regular analysis of performance data, and real-time adjustment of parameters also contribute to efficient management and a positive customer experience.
Integrated with your favorite applications.
Kavkom enriches your experience by providing an integration ecosystem that seamlessly optimizes all your core functions and processes.
Zapier
Zoho
Chrome
Fireberry
HubSpot
Pipedrive
Salesforce
The advantages of Kavkom queues
Easily customizable
Easily create and customize your telephone queues. With intuitive features, personalized music-on-hold and redirection options, Kavkom lets you shape your callers’ journey. Optimize your customer service with simplicity and enhance your customer relations.
Managing call peaks
Optimize your customer service during call peaks with our intelligent queue. Manage the load in an organized way, avoid system saturation and ensure constant quality of service. Our solution guarantees a smooth customer experience, even during busy periods.
Data collection and analysis
Collect crucial data such as waiting times and response rates. Analyze these metrics for continuous performance improvement. Deliver an exceptional customer experience with our innovative solution.
Create your own customized queues with Kavkom
Use Kavkom queues to optimize the flow of your incoming calls.
Customer service and after-sales support are exceptional. Their treatment efficiency is remarkable, with a score of 5 out of 5. The staff are friendly, quick and above all very efficient.
With Kavkom, a high-quality professional VoIP switchboard, I was pleasantly surprised by its practical options and Brayan’s support. Flexible account management and a wide choice of low-cost destinations. Congratulations to the Kavkom team for their excellent work!
Convincing demonstration, subscription to VoIP telephony for business. Complete product, customizable, responsive. Satisfied with the result.
