Glossary
Queue management system is a telecom service, often included in call center software, that allows to manage customer calls which are put in the queue by offering callback services, notifying estimated waiting time and setting call routing rules to minimize call queue wait times.
Queue management is one of the most essential call center processes when it comes to call centers which process more than around 100 calls per day. This practice covers all operations regarding call queue management, from reporting to IVR callbacks offered to reduce call queue waiting times. Call queue management defines customer satisfcation and proper management also reduces the risk of call abandonment and conflict situations with frustrated clients.
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