Setting a custom time for call queues in CallHippo allows businesses to manage incoming calls more effectively by determining how long a caller remains in the queue before being redirected, typically to voicemail. By default, calls are held in the queue for 5 minutes. Adjusting this duration can enhance customer satisfaction and optimize resource utilization.
Why Set a Custom Call Queue Time?
Improved Customer Experience: Shortening the queue time reduces the period callers wait, decreasing frustration and potential call abandonment.
Resource Optimization: Customizing queue duration helps balance call handling efficiency, ensuring that callers are attended to promptly without overburdening agents.
Business Flexibility: Different businesses have varying peak hours and staffing levels; customizing queue times allows for alignment with operational capacities.
Use Cases for Custom Call Queue Timing
High Call Volume Periods: During peak times, setting a shorter queue time can prevent long wait periods and distribute calls more evenly.
Limited Staffing: For teams with fewer agents, reducing queue time ensures that callers are quickly redirected, maintaining service levels.
Enhanced Customer Service: Businesses aiming to provide swift responses can set minimal queue times to prioritize customer engagement.
To customize the duration that a call remains in the queue before being directed to voicemail in CallHippo, follow these steps:
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Log in to Your CallHippo Account:
Access your account by visiting web.callhippo.com.
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Navigate to Number Settings:
Click on the 'Numbers' tab.
Select the specific phone number you wish to configure.
Click on the gear icon next to the chosen number to access its settings.
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Enable Call Queue:
In the settings menu, locate the 'Call Queue' option.
Toggle the switch to 'On' to activate the call queue feature.
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Set Custom Queue Duration:
Click on the 'Edit' button adjacent to the Call Queue option.
Enter your desired duration (in minutes) for how long a call should remain in the queue.
Click 'Save' to apply the changes.
By following these steps, you can adjust the time a caller waits in the queue before the call is forwarded to voicemail, tailoring the experience to your organization's requirements.
Note: The default queue duration is set to 5 minutes(300 Seconds). Adjust this setting based on your specific needs. Maximum you can do it for 1000 Seconds which is in total 16 minutes.
Frequently Asked Questions
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What happens if all agents are busy during the queue time?
If all agents are occupied and the queue time elapses, the call is usually redirected to voicemail or another predetermined destination.
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Can I set different queue times for different numbers?
Yes, CallHippo allows customization of queue durations for each number individually.
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Is there a maximum limit for the queue duration?
While the default is 5 minutes, the Maximum you can do it for 1000 Seconds
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Will callers be informed about their position in the queue?
A wait music will be play for the caller with message as set in Call Queue.
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How does adjusting the queue time impact call abandonment rates?
Setting appropriate queue times can reduce call abandonment by ensuring callers are not left waiting excessively, thereby improving overall service quality.