Virtual queue

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Virtual queue is a concept used in both inbound call centers and other businesses to improve wait times for users. Call centers use an Automatic Call Distributor (ACD) to distribute incoming calls to specific resources (agents) in the center. ACDs hold queued calls in First In, First Out order until agents become available. Virtual queue systems allow callers to receive callbacks instead of waiting in an ACD queue.

Contents

This solution is analogous to the “fast lane” option used at amusement parks, such as Disney's FastPass, in which a computerized system allows park visitors to secure their place in a “virtual queue” rather than waiting in a physical queue. In brick-and-mortar retail [1] and the business world, virtual queuing for large organizations similar to the FastPass and Six Flags' Flash Pass, have been in use since 1999 and 2001 respectively.

For small businesses, the virtual queue management solutions come in two types: (a) SMS text notification services [2] and (b) apps on smartphones and tablet devices, with in-app notification and remote queue status views.

The online queue often referred to as a virtual-waiting-room is the brain child of UK Inventor and entrepreneur Matt King whose 2005 patented process EP1751954b1 was the first solution online to prevent visitor websurges & crashes.

Overview

While there are several different varieties of virtual queuing systems, a standard First In, First Out that maintains the customer's place in line is set to monitor queue conditions until the Estimated Wait Time (EWT) exceeds a predetermined threshold. When the threshold is exceeded, the system intercepts incoming calls before they enter the queue. It informs customers of their EWT and offers the option of receiving a callback in the same amount of time as if they waited on hold.

If customers choose to remain in a queue, their calls are routed directly to the queue. Customers who opt for a callback are prompted to enter their phone number and then hang up the phone. A “virtual placeholder” maintains the customers' position in the queue while the ACD queue is worked off. The virtual queuing system monitors the rate at which calls in queue are worked off and launches an outbound call to the customer moments before the virtual placeholder is due to reach the top of the queue. When the callback is answered by the customer, the system asks for confirmation that the correct person is on the line and ready to speak with an agent. Upon receiving confirmation, the system routes the call to the next available agent resource, who handles it as a normal inbound call.

Call centers don't measure this "virtual queue" time as "queue time" because the caller is free to pursue other activities instead of listening to hold music and announcements. The voice circuit is released between the ACD and the telecommunications network, so the call does not accrue any queue time or telecommunications charges.

Universal Queue

Universal queue (UQ) is concept in contact center design whereby multiple communications channels (such as telephone, fax and email) are integrated into a single 'universal queue' to standardize processing and handling, enabling coherent customer relations management (CRM).

UQ is generally used for standardised routing, recording, handling, reporting, and management of all communications in a contact center (or across an entire organisation).

Although UQ was discussed at least as far back as 2004, difficulties in implementing this system prevented its widespread uptake. As of 2008, there is little data available online regarding existing UQ implementations. [3] [4]

Applications

Some utility companies (electric, natural gas, telecommunications, and cable television) use virtual queuing to manage seasonal peaks in call center traffic, as well as unexpected traffic spikes due to weather or service interruptions. Call centers that process inbound telesales calls use virtual queuing to reduce the number of abandoned calls. Customer care organizations use virtual queuing to enhance service levels. [5] Insurance claims processing centers use virtual queuing to manage unforeseen peaks due to natural disasters.

Various amusement parks around the world have employed a similar virtual queue system for guests wishing to queue for their amusement rides. One of the most notable examples, Disney's Fastpass, issues guests a ticket which details a time for the guest to return and board the attraction. More recent virtual queue systems have utilized technology such as the Q-Bot to reserve a place for them in the queue. Implementations of such a system include the Q-Bot at Legoland parks, the Flash Pass at Six Flags parks and the Q4U at Dreamworld.

Virtual queueing apps allow small businesses to operate their virtual queue from an application. Their customers take a virtual queue number and wait remotely instead of waiting on-premises.

During the Covid-19 pandemic, virtual queuing became more popular in order to support businesses while store capacity was limited. [6] Companies such as Qudini have provided customers a way to join a queue by scanning a QR code, granting them permission to wait at a safe distance from other customers. Covid-19 encouraged hospitals to implement virtual queue systems that will maintain social distancing. [7]

Related Research Articles

Customer relationship management (CRM) is a process in which a business or another organization administers its interactions with customers, typically using data analysis to study large amounts of information.

<span class="mw-page-title-main">Call centre</span> Office dealing with a large volume of enquiries by telephone

A call centre or call center is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or information inquiries from consumers. Outbound call centres are usually operated for sales purposes such as telemarketing, for solicitation of charitable or political donations, debt collection, market research, emergency notifications, and urgent/critical needs blood banks. A contact centre is a further extension of call centres telephony based capabilities, administers centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and email.

An automated call distribution system, commonly known as automatic call distributor or automatic call dispatcher (ACD), is a telephony device that answers and distributes incoming calls to a specific group of terminals or agents within an organization. ACDs direct calls based on parameters that may include the caller's telephone number, the number they dialed, the time of day or a response to an automated voice prompt. Advanced ACD systems may use digital technologies such as computer telephony integration (CTI), computer-supported telecommunications applications (CSTA) or IVR as input to determine the route to a person or voice announcement that will serve the caller. Experts claim that "the invention of ACD technology made the concept of a call centre possible."

Voice over Internet Protocol (VoIP), also called IP telephony, is a method and group of technologies for voice calls for the delivery of voice communication sessions over Internet Protocol (IP) networks, such as the Internet.

Interactive voice response (IVR) is a technology that allows telephone users to interact with a computer-operated telephone system through the use of voice and DTMF tones input with a keypad. In telephony, IVR allows customers to interact with a company's host system via a telephone keypad or by speech recognition, after which services can be inquired about through the IVR dialogue. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR systems deployed in the network are sized to handle large call volumes and also used for outbound calling as IVR systems are more intelligent than many predictive dialer systems.

<span class="mw-page-title-main">Queue area</span> Places where people queue or "line up" for goods or services

Queue areas are places in which people queue for goods or services. Such a group of people is known as a queue or line, and the people are said to be waiting or standing in a queue or in line, respectively. Occasionally, both the British and American terms are combined to form the term "queue line".

In telecommunications, a callback or call-back occurs when the originator of a call is immediately called back in a second call as a response.

A call transfer is a telecommunications mechanism that enables a user to relocate an existing telephone call to another phone or attendant console, using a transfer button or a switchhook flash and dialing the required location. The transferred call is either announced or unannounced.

Amtelco is a family-owned contact center software company devoted to providing fast, secure, and reliable communication solutions for healthcare, contact centers, and other organizations looking for immediate and reliable connections. Founded in 1976, Amtelco originally began as a manufacturer of telecommunications equipment for telephone answering services and call center systems, but it has since gone from a mom-and-pop shop to a trusted leader in the telecommunications software industry. Amtelco employs more than 120 people and has customers located in all 50 U.S. states and over 20 countries. Amtelco holds more than 30 U.S. patents for telephony software, data handling methodologies, and telephone switching devices.

Verint Systems Inc. is a Melville, New York–based technology company that sells products and services for customer experience (CX) automation. The company offers an open platform, applications, and bots that incorporate artificial intelligence (AI), advanced analytics, large language models, and automated workflows to analyze business intelligence from customer interactions in the contact center, back office, branch, web sites, and mobile apps. This information is used by organizations to achieve a variety of business outcomes, such as increasing productivity and service quality without hiring additional workers, lowering costs, improving the customer experience, and enhancing products, services, and competitive differentiation.

Skills-based routing (SBR), or skills-based call routing, is a call-assignment strategy used in call centres to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent. It is an enhancement to the automatic call distributor (ACD) systems found in most call centres. The need for skills-based routing has arisen as call centres have become larger and dealt with a wider variety of call types.

<span class="mw-page-title-main">Computer appliance</span> Dedicated computer system

A computer appliance is a computer system with a combination of hardware, software, or firmware that is specifically designed to provide a particular computing resource. Such devices became known as appliances because of the similarity in role or management to a home appliance, which are generally closed and sealed, and are not serviceable by the user or owner. The hardware and software are delivered as an integrated product and may even be pre-configured before delivery to a customer, to provide a turn-key solution for a particular application. Unlike general purpose computers, appliances are generally not designed to allow the customers to change the software and the underlying operating system, or to flexibly reconfigure the hardware.

In telephony, a call may be placed on hold, in which case the connection is not terminated but no verbal communication is possible until the call is removed from hold by the same or another extension on the key telephone system. Music on hold or on hold messaging may be played for the caller while the call is on hold, especially if the call has been placed to a customer service center. Alternatives to placing a caller on hold include virtual hold or virtual queuing solutions that allow scheduled or queue-based callbacks to be made to the caller.

Call management is the process of designing and implementing inbound telephone call parameters, which govern the routing of these calls through a network. The process is most prominently utilized by corporations and the call centre industry and has its highest effectiveness when call logging software tools are used. Calls are routed according to the set up of calling features within the given system such as Call queues, IVR menus, Hunt groups and Recorded announcements. Call features provide a customised experience for the caller and maximize the efficiency of inbound call handling. Call management parameters can specify how calls are distributed according to an operator's skill level in relation to a call, the time and/or date of a call, the location of the caller or through automatic routing processes.

A virtual number, also known as direct inward dialing (DID) or access numbers, is a telephone number without a directly associated telephone line. Usually, these numbers are programmed to forward incoming calls to one of the pre-set telephone numbers, chosen by the client: fixed, mobile or VoIP. A virtual number can work like a gateway between traditional calls (PSTN) and VoIP.

Telax Hosted Call Center, is the trading name of Telax Voice Solutions Inc., formerly Telax Systems Inc. A privately held application service provider delivering automatic call distribution (ACD), self-service IVR, business intelligence tools and VoIP services, to a network of enterprises, government organizations, ISPs and other service providers across North America. Telax deploys its products based on the software as a service (SaaS) model, providing on-demand service generally priced by per-seat license. Telax is also a GSA Multiple Award Schedule contractor providing indefinite delivery and indefinite quantity IDIQ through the IT Schedule 70.

LucyPhone was a free service that allowed consumers to avoid the wait time that occurs when call center operators place them on hold.

QLess is an American cloud-based software company headquartered in Pasadena, California. It provides queue management and customer engagement solutions focused on queue and line management, appointment scheduling, virtual service, and service business intelligence (BI).

A mobile virtual network enabler (MVNE) is a company that provides network infrastructure and related services, such as business support system, and operation support system to a mobile virtual network operator (MVNO). This enables MVNOs to offer services to their own customers with their own brands. The MVNE does not have a relationship with consumers, but rather is a provider of network enablement platforms and services.

Norwood Systems is an Australian telecommunications software company headquartered in Perth, Western Australia. It provides cognitive, voice, messaging and data services for carriers, consumers and enterprises globally.

References

  1. ↑ "4 Ways Virtual Queues are Taking Hold in Retail". Qtrac by Lavi Industries. 2021-09-03. Retrieved 2022-04-12.
  2. ↑ "SMS Queue: Understanding the Fundamentals". Qtrac by Lavi Industries. 2021-10-12. Retrieved 2022-04-12.
  3. ↑ "Universal Queues Are More Than Technology". Call Centre Helper. Retrieved 18 April 2017.
  4. ↑ "Gartner Glossary: Universal Queue". Gartner.
  5. ↑ "Virtual Queuing: How Digitizing the Waitlist Experience Makes for Better Customers". Qtrac by Lavi Industries. 2022-03-21. Retrieved 2022-04-12.
  6. ↑ "Qudini: How to ensure customers stay safe as stores reopen".
  7. ↑ queuehubmarketing (2024-08-13). "#1 Social Distancing Queue Management Solution". QueueHub. Retrieved 2024-09-09.
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