Line2 Launches Call Queue for Management

High call volumes have consistently been an issue for contact centers. Though management tries to properly forecast and schedule to accommodate the needs, it is a hit or miss situation. Now, Line2 is hoping to combat these problems in a cost-efficient way by launching Line2 Call Queue.

"Line2 Call Queue dramatically improves our customers' ability to manage high volumes of incoming calls," said CEO, Doug Brackbill. "It's like having a call center in your pocket -- without any of the hassle or expense."

A virtual “waiting room” is available for Line2 Elite consumers to spend hold times until an agent becomes available. Additional features include:

            •           Customizing up to 10 agents in a queue at any point in time

            •           Choosing between a top down or 'round robin' method to direct calls

            •           Adding background hold music with a personalized business recording

            •           Creating call queues for individual business departments

When sales and customer service centric companies see call spikes, there is no need to employ new agents. Current staffers can answer calls off-premises as long as they have enabled their Line2 number onto personal phones. This not only saves on contact center equipment and resources but also the need to hire additional agents. It also eliminates the need for employees to have to carry more than one phone as only one is required to make personal calls while handling professional ones.

As a way to further aid with call volume forecasting, especially in times of spikes and acceleration, a dashboard gives management a clear view of how many agents must be scheduled.

The capabilities from Line2 can be downloaded via the App Store, Google Play, and the Amazon App Store.

Does your business have a call queuing system in place?

Edited by Maurice Nagle