Netherlands
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Denmark
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United States
Austria
UK
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ItalyMore callers than colleagues? Nobody hears a busy signal.
When there are more callers than colleagues, nobody hears a busy signal. They keep their place, hear how many people are ahead of them, and reach the first person who is free.
Queue — Elm Street Family Practice
LiveCallers keep their place. Anyone who hangs up loses it, and your team sees that afterward in the statistics.
A busy signal is a customer calling your competitor
With three callers at once and two people on the phone, the third has to go somewhere. Without a queue that means voicemail or a busy signal, and either one ends the call.
Handle peaks without extra staff
Monday morning, the day after a mailing, the hour after an outage: that is exactly when three people call at once. The queue absorbs it with the staff you already have.
Callers know where they stand
“You are second in line” is not the same as silence. People demonstrably hold on longer when they know how much longer it will be.
You see what you missed
How many people waited, for how long, and how many hung up before anyone answered. That is the only honest measure of whether your staffing is right.
Four steps, and none of them needs a technician
- 01
The lines are busy
Every colleague who answers this number is on a call. Without a queue, the next caller gets a busy signal.
- 02
The caller joins the queue
They hear a message with their position, followed by your own hold music or a message you record yourself.
- 03
The first one free takes the call
Whoever hangs up first gets the next caller in the queue. You decide whether that goes in a fixed order or to whoever has been free longest.
- 04
What isn't answered isn't lost
If the wait gets too long, the caller goes to voicemail, a mobile number or a voicebot. You set the limit in minutes.
Four choices decide how your queue feels
A queue is not an on/off switch. These four settings make the difference between callers who hold on and callers who give up. You pass them on to us and we set them up on your number; after that, you change the destinations behind them yourself.
In a fixed order, or whoever has been free longest
In a team where everyone can handle everything, “longest free” spreads the work evenly. If you have someone who deals with most questions on their own, put them first and keep the rest as backup.
Just music, their position, or the expected wait
A position announcement works for short queues, where “you are second” sounds manageable. For long queues a time estimate works better, because seventh in line sounds worse than four minutes.
The limit, and what happens after it
Voicemail, forwarding to a mobile, or a voicebot that takes the question and calls back. Without a limit, someone hangs on until they hang up themselves, and that is the worst possible outcome.
Whether colleagues follow the queue live
Seeing that three people are waiting changes how a team works: calls get shorter, and whoever is free for a moment picks up the next one. Some teams would rather not see it; it’s a choice.
Part of Customer Service
The queue comes at no extra cost with Customer Service, for up to eight people at €49 a month. Our excellent support team sets it up for you and works out with you how extensively you want to use it, and you can switch the queue on for any of our phone numbers.
About the call queue
You decide. You choose a maximum in minutes, and what happens after it: voicemail, forwarding to a mobile number, or a voicebot that takes the question. Without a limit, someone hangs on until they hang up themselves, and that is usually not what you want.
If you want them to. You choose what a waiting caller hears: just music, their position in the queue, or the expected wait time. A position announcement works for short queues; for long queues a time estimate works better, because seventh in line sounds worse than four minutes.
Yes. You supply your own audio files, whether that is music, a greeting with your brand name or an announcement of a promotion. The text-to-speech assistant is ready to generate a professional hold message in seconds, after which our excellent support team switches it on for you and updates it as soon as you pass on a change.
Yes. Every number gets its own queue, so a US number and a set of numbers in other countries each have their own hold music and their own rules for what happens after the limit.
Yes. The statistics show how many people waited, for how long, and how many hung up before anyone answered. That is the only honest measure of whether your staffing is right.
As soon as every team member is on a call and someone calls, the queue switches on automatically. The caller hears your hold music or message and joins the queue in order of arrival, so the caller who has waited longest is connected first as soon as a team member is free.
We agree on the capacity with you in advance: how many lines we reserve for you and how many callers you expect, for example during a marketing campaign or a seasonal peak. We set up the queue to match.
Yes. Our excellent support team links the queue to a phone menu in which the caller first chooses the department, for example 1 for sales and 2 for support. Each department then gets its own queue with its own music, wait times and overflow rules.
Our excellent support team links the queue to calendar-based call routing, so it is only active during the business hours you give us. Outside those hours, calls go straight to voicemail or a closing message plays, and the support team manages all of it centrally for you.
