{"id":112839,"date":"2022-04-30T20:36:43","date_gmt":"2022-04-30T18:36:43","guid":{"rendered":"https:\/\/staging.cloudtalk.io\/blog\/o-que-e-a-fila-de-chamadas-e-como-usa-la-para-chamadas-receptivas\/"},"modified":"2024-10-18T18:52:23","modified_gmt":"2024-10-18T16:52:23","slug":"o-que-e-a-fila-de-chamadas-e-como-usa-la-para-chamadas-receptivas","status":"publish","type":"post","link":"https:\/\/test-staging.cloudtalk.io\/pt-br\/blog\/o-que-e-a-fila-de-chamadas-e-como-usa-la-para-chamadas-receptivas\/","title":{"rendered":"O que \u00e9 a fila de chamadas e como us\u00e1-la para chamadas receptivas"},"content":{"rendered":"\n
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What is Call Queue and How to Use it for Inbound Calls<\/h1>\n\n\n\n
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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

O que \u00e9 uma fila de chamadas?<\/strong><\/h2>\n\n\n\n

Quando h\u00e1 mais chamadores do que voc\u00ea pode atender em um determinado momento, eles ficam automaticamente alinhados esperando para que voc\u00ea possa atend\u00ea-los na ordem em que ligaram – quase de forma id\u00eantica a uma fila f\u00edsica t\u00edpica. <\/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

Portanto, o tempo de espera pode ser de apenas um minuto ou dois, mas tamb\u00e9m pode ser de uma hora. Nessa situa\u00e7\u00e3o, do ponto de vista de quem ligou, ele tem apenas duas op\u00e7\u00f5es: esperar at\u00e9 que algu\u00e9m atenda a chamada ou desligar e tentar novamente mais tarde. <\/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

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

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O que \u00e9 um sistema de fila de chamadas?<\/strong><\/h2>\n\n\n\n

A principal fun\u00e7\u00e3o de um sistema de fila de chamadas \u00e9 encaminhar todas as chamadas recebidas para o atendente mais adequado para a pergunta de quem ligou. <\/strong>Isso minimiza o risco de ter que transferir chamadas (e todos sabemos o quanto os clientes odeiam ter que repetir suas perguntas para v\u00e1rios atendentes) e tamb\u00e9m ajuda quem ligou a resolver seus problemas mais rapidamente.<\/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 o tempo em que quem ligou permanece na linha, voc\u00ea tamb\u00e9m pode usar mensagens pr\u00e9-gravadas para fornecer uma oferta personalizada<\/strong> ou solicitar que a pessoa prepare qualquer informa\u00e7\u00e3o que seja necess\u00e1ria para o caso (como n\u00famero do pedido ou ID do cliente). Para que mais voc\u00ea pode usar um sistema de fila de chamadas?<\/p>\n\n\n\n