{"id":112818,"date":"2022-04-29T18:38:24","date_gmt":"2022-04-29T16:38:24","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/cose-la-coda-di-chiamata-e-come-usarla-per-le-chiamate-in-entrata\/"},"modified":"2024-10-18T18:52:23","modified_gmt":"2024-10-18T16:52:23","slug":"cose-la-coda-di-chiamata-e-come-usarla-per-le-chiamate-in-entrata","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/it\/blog\/cose-la-coda-di-chiamata-e-come-usarla-per-le-chiamate-in-entrata\/","title":{"rendered":"Cos’\u00e8 la coda di chiamata e come usarla per le chiamate in entrata"},"content":{"rendered":"\n
\n

What is Call Queue and How to Use it for Inbound Calls<\/h1>\n\n\n\n
\n
CONTACT SALES<\/a><\/div>\n\n\n\n
TRY FOR FREE<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n
\n
\"immagine<\/figure><\/div>\n\n\n

Having to wait on hold is one of the main reasons why customers dislike calling support lines. For the majority of us, doing that means we can expect either a long time waiting on hold or having to call multiple times just to get through. It\u2019s even worse, considering that, unlike a checkout or takeaway queue, there\u2019s often no way of knowing how many callers are in line before you (unless stated) or how many agents are currently working.<\/p>\n\n\n\n

Wouldn\u2019t it be much more helpful if callers could find out straight away how much time it should take for them to reach an agent? And in case the waiting time is long, to leave the call without losing their place in the queue? It would – and that\u2019s exactly why call queue features were invented. Sounds useful? So let\u2019s talk a bit today about what a call queue system is and how it can be of help to both your customers\u2019 and agents.<\/p>\n\n\n\n

Cos’\u00e8 una coda di chiamata?<\/strong><\/h2>\n\n\n\n

Quando ci sono pi\u00f9 chiamanti di quelli che potete gestire in un dato momento, vengono automaticamente messi in fila in attesa in modo da poterli servire nell’ordine in cui hanno chiamato – in modo quasi identico a una tipica coda fisica. <\/p>\n\n\n\n

The difference is that when standing in a physical line, customers can see how many people are ahead of them, and how many employees are working and can estimate the time they will have to keep waiting until their turn.\u00a0In virtual queues, clients can\u2019t see the other callers or staff – there might be only 1 person waiting, or there may be 20, and the same goes for agents.\u00a0<\/strong><\/p>\n\n\n\n

Quindi il tempo di attesa potrebbe essere solo un minuto o due, ma potrebbe essere un’ora. In questa situazione, dal punto di vista di chi chiama, ha solo due scelte: o aspettare che qualcuno risponda alla chiamata o riattaccare e riprovare pi\u00f9 tardi. <\/p>\n\n\n\n

Both options come with a risk, though. Waiting on hold might take several minutes waiting for an agent to answer, but hanging up the call means losing their current place and having to phone back another time. And since callers don\u2019t usually have enough information to find out which option would be the fastest, they mostly rely on making guesses.\u00a0With a call queue attendant\u2019s help, though, there\u2019s no need for guesswork – they can give callers exactly the necessary information at that moment.\u00a0\u00a0<\/strong><\/p>\n\n\n\n

<\/div>\n\n\n\n
\n
\n

Discover 12 more amazing features for Call Centers!<\/p>\n<\/div><\/div>\n\n\n

\n
\"\"<\/figure><\/div>\n\n\n
\n
Read for free<\/a><\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n
<\/div>\n\n\n\n

Cos’\u00e8 un sistema di accodamento delle chiamate?<\/strong><\/h2>\n\n\n\n

Il ruolo principale di un sistema di code di chiamata \u00e8 quello di instradare tutte le chiamate in arrivo all’agente pi\u00f9 adatto alla domanda del chiamante. <\/strong>Questo minimizza il rischio di dover trasferire le chiamate (e sappiamo tutti quanto i clienti odino dover ripetere le loro domande a diversi agenti) e aiuta anche i chiamanti a risolvere i loro problemi pi\u00f9 velocemente.<\/p>\n\n\n\n

But that\u2019s not all a call queuing system can do.\u00a0It can also help assist callers during the time they stay on hold.<\/strong>\u00a0Through pre-recorded messages, an attendant can greet callers and inform them how many people are waiting in the queue or what the current hold time is.<\/p>\n\n\n\n

In the case that the hold time is especially long, the attendant can also ask a caller whether they wish to continue waiting in line or if they would prefer to leave their contact number for an agent to contact them later.\u00a0<\/p>\n\n\n\n

Durante il tempo in cui un chiamante rimane in linea, puoi anche usare messaggi preregistrati per fornirgli un’offerta personalizzata<\/strong> o per chiedergli di preparare qualsiasi informazione che sar\u00e0 necessaria per il caso (come il numero d’ordine o l’ID cliente). Per cos’altro si pu\u00f2 usare un sistema di code di chiamata?<\/p>\n\n\n\n