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Glossary

What is Position in Queue?

Inbound call centers receive plenty of calls, and sometimes these calls are put on hold or in queues.  When these calls from customers or prospects are put on hold, they are given specific positions, and this method of designating specific positions to calls in inbound contact centers is called position in queue.  These calls from customers or prospects are synchronized in an order in queue, and are answered according to the designated positions.  Position in queue helps inbound call centers in streamlining their incoming call handling functions in immaculate manner.

There are plenty of software available for call center companies to position calls in queues.  Service providers must invest in those software to ensure efficient call positioning systems.  This will help in monitoring the overall call handling functions, and call centers can easily get an idea regarding the number of incoming calls that are put on hold.  Using these software, call centers can designate appropriate serial number to each call, and this further helps them in proficiently managing and handling all the incoming calls in appropriate manner.  More importantly, these software also informs agents about the duration of time for which customers calls are put on hold.  These data regarding call positions in queue are highly crucial to incorporate and implement efficient call center management strategies.

Position in queue offers plenty of advantage for call centers. Using this technique, call centers can proficiently handle emergency situations.  Sometimes customers need urgent attention and they require immediate solutions for various issues.  Call centers cannot afford to put the calls of these types of customers on hold for long duration of time, and therefore, it is quite necessary to designate appropriate positions to such calls.  By using the techniques to position urgent calls or high priority calls appropriately, inbound call centers can ensure quick, efficient solutions to customers.

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