Everything you need from a business phone without the fluff

Call queues

    call queue

    What is a call queue?

    Sometimes a company can’t answer an incoming call because all its employees are busy. When this happens, the call goes to a queue (aka a line or ‘on hold’). Instead of a constant busy tone, the caller is informed that operators can’t currently answer the call. Music is played for the caller while they wait for someone to take their call.

    You may not view call queues in the most positive light due to the way many corporations use them to intentionally frustrate you so you hang up, but when used to complement customer service, call queues have distinct business value in saving phone calls that would otherwise be lost.

    Business value of call queue

    Call queues help to:

    • reduce the number of missed calls;
    • reduce the negative effect of the busy signal on the customer experience;
    • provide different service levels for different customer groups;
    • collectively improve overall customer service.

    How call queues work

    A cloud virtual phone system like MightyCall can divide incoming call flow into groups on the basis of several parameters:

    • The business number the caller dialed (useful if you have several numbers in your phone system)
    • The call option they selected through the Auto-attendant
    • The group the caller belongs to — regular, black list or VIP
    • The time of the call: business hours or after-hours

    Each of these call groups can have its own call queue. For example, a queue of prospect calls to the sales team, a queue of regular customer calls to the support team, a queue of VIP customer calls to the support team, and so on.

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    When to use call queues

    Call queues are normally used when a company receives more calls than it can instantly handle. Instead of employing more staff to handle holidays or peak hours, you can efficiently manage calls through better resource management.

    Paying more workers than you normally need is a bad investment, and with MightyCall’s system performance reports, you can set up your system in a reasonable way with low wait times.

    This leverages the best of both worlds: you don’t overextend your business and your customer service doesn’t suffer.

    Personalizing your call queues

    While call queues are undoubtedly effective, especially for small businesses juggling calls between a handful of employees, the monotony of on-hold music can get under people’s skin.

    With MightyCall’s call queues, we have integrated a few customizable touches into the system so your phone lines work as well as possible.

    To inject some measure of personality into the waiting game, you can both customize your holding music so your phone lines aren’t usually the same songs/tunes everyone else uses, or you can insert custom voice greetings and messages you record yourself to inform and/or entertain waiting callers.

    Likewise, if your phones are too busy to even get to calls after a few minutes, you can set the amount of time that calls stay in the queue before being bounced to voicemail as a way to prevent callers from the unfortunate experience of waiting around for obscene amounts of time.

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    “I love that I can set up my business hours and
    receive calls only during those hours.
    I like that I’ve been able to keep business and personal separate.”

    Sandra Balzola. Red Sand Studios, LLC.

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    “When we drive out and about my wife can still take customer service calls, take orders, all while we’re driving across Indiana. Having MightyCall has given us total freedom.”

    Mitch Rezman. Vice President, Windy City Parrot

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    “MightyCall saves us up to six times what it costs us.
    That’s a no-brainer for me.”

    Will Schinagl. Simple Stroller Rental

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    “Cannot go wrong with this service. We've been using them for over a year. The system has eliminated all robo calls.”

    Varga Gulshani. Elegant Painting

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    Do you have a mobile app?

    Do you support all SIP phones? How to connect SIP?

    Can I customize the voicemail greeting?

    Yes, you can either record your own greeting or download something from your computer.
    The maximum file size is 10Mb.

    Do you provide voicemail to text transcription?

    Yes, voicemail to text transcription is available on the Standard and Ultimate plans. You can read voicemails in the mobile app or in the webpanel.
    Voicemail transcriptions are also automatically sent to your email.
    More information about voicemail transcription is here:

    Can I export my call log history?

    Yes, call export is possible in 2 formats: xls and csv.

    Is there a limit on the number of calls that I can record?

    No. our call recording feature is connected to your MightyCall Cloud, so you can record all your calls without worrying about storage space.
    Call recording is included in our Standard and Ultimate plans.

    Can I set up business hours using your service?

    Do you provide an option to block callers?

    Do you offer some sort of dashboard to monitor my team performance?

    Yes, the dashboard and corresponding statistics are available in all our plans.
    MightyCall shows you the 5 most essential statistics of your business in the Key.
    Performance Indicators and Volume sections:

    • Connected vs. Missed Calls Report
    • Average Speed of Answer & Average Talk Time Report
    • Incoming & Outgoing Calls Report
    • Internal Calls Report
    • Voicemails report

    More information about the dashboard is here: https://www.mightycall.com/features/performance-reports/

    How difficult is it to set-up the system?

    Because MightyCall doesn`t require any hardware or technical installation, it honestly is not terribly difficult. There are a lot of options to alter once you log in, but if you have experience using any CRMs or phone systems, choosing how you want it to run shouldn`t take more than 5-10 minutes.

    If you don`t have any experience with this kind of software, we offer quick live onboarding to help walk you through setup and maximize the settings for your business needs. If you`re hesitant at all about setup once you look at the system, we suggest opting for live onboarding to make the experience easier.

    Get a guided look into how MightyCall works