Optimizing your Help Desk Call Queue


One of the most frustrating part of seeking support as a customer is the wait on the end of the line for your call to be picked up by an agent at the help desk. That symphony music on repeat being interrupted to let you know that ‘none of our agents are available’. In turn the longer a customer waits, the more your value drops after their expected waiting time has passed.

We’ve all seen the comic pieces drawn about the call centre wait and heard the many complaints about how long ‘I was waiting to speak to a support agent’. Sometimes it can feel like a random selection if your call is answered that you wait that long surely people must be jumping the queue, however that is not the case. Call centres use an Automatic Call Distributor (ACD) that lines up calls in a queue in order that they were made in. These calls are then assigned to agents in that order. Below are a few ideas on how to optimize your call queue.

Integrate your work flow

One reason for the wait time being excessive is if agents are spending too much time with each caller. This doesn’t mean that the agent is bad at their job it more often than not means that there is a lack of efficiency with information being readily available. If an agent has to switch between different applications searching for the client each time it can take up valuable time. This is where an integrated system can be of huge value. Imagine the time saved having all you’re the caller’s information and previous interactions all on the same screen in front of your agent. The process will become more efficient and satisfying for the caller.

Streamline your IVR Menu

An extensive and complex IVR menu can be the first cause of a call abandonment as customers just get fed up of listening for options to choose. Studies show that more than three levels of IVR is a deal breaker in most cases. Callers tend to lose track of where they are along the IVR path which leads to them not arriving at the final destination they are searching for. IVR can be one of the best assets but needs to be well thought through and used in an efficient manner to get the caller into the appropriate queue. Look at that, we’re already cutting down on our agent’s time trying to find out what they need.

Caller options

First option for a caller is ultimately to speak to an agent. In the instance where an agent is not readily available the caller should be notified and given some options so as they don’t feel they are waiting endlessly. Alternative options for a caller can include things like requesting a call back from the call centre or the ability to leave a voicemail so therefore an agent who can deal with their query can get in touch once they become available.

It is essential that if these options are offered that the return call is certainly made! Failure to do so can have a huge impact on your CSAT score and a business’ reputation.

Create flexible call flows

A flexible call flow can be one of the most important elements of your call centre. When you’re looking for a call centre software it is worth assessing the ease at which a flexible call flow can be put in place. Directing agents, groups and external customers to the right flow can play a vital role in boosting your call centres efficiency. Offering a seamless end-user experience to your clients can create fantastic benefits.


A strong workforce can be key to optimizing a call centre. Reporting on performance can be extremely beneficial to see who is making the difference. Things to look for is agent performance based on wait and hold times and overall handling times. It is essential to have the correct number of people to manage your volume of calls. If a workforce is stretched it has no benefit for either side. It is better to invest in retaining and potentially growing a customer base rather than doing nothing and lose existing customers.

Get in touch with us at NetHelpDesk to find out how we can help with your software requirements to help you optimize your call centre.

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