Professional Call Handling With Call Queue

Call Queue Control

Efficiently manage and deliver incoming calls to staff and departments

Never miss a call with our enhanced Call Queuing capabilities
Monitor the status of queues in real time from any device
Manage queue settings, music, and messages from anywhere
Office-based and remote staff can log in anytime to take calls

4.8/5 (76 reviews)

Queue Management

Never miss another call with Call Queue

Queuing calls with Call Queue is a cost-effective way of managing incoming calls in a professional way.

Providing your callers with department options and messages while waiting in the queue and helping reduce losing valuable business calls. Increased call handling will increase productivity and therefore demonstrates great ROI with our professional service. Keep callers happy whilst waiting in the queue and play messages or music on hold.

Our Call Queue service is hosted in the Cloud, for instant recovery and business resilience. Set maximum queue time and queue length to reduce call abandonment and wait times. Compatible with VoIP phone systems and existing infrastructure.

Why should you consider upgrading from traditional telephony now?

See why more customers choose Telecoms World

Manage Calls 24/7

Manage Call Queues online and choose different music and messages that your callers hear. Access your queue settings from any internet-enabled device, 24/7. Change hold music, update greeting messages, adjust queue priorities, and modify routing rules in real-time without technical assistance. Complete control ensures your call queue adapts to your business needs instantly.

Enhanced Cloud Control

Answer inbound calls automatically and hold them in a queue until a relevant person is available to assist. Our cloud-based Call Queue service integrates seamlessly with VoIP phone systems, providing flexibility and scalability. Compatible with existing infrastructure, the solution ensures callers never get busy signals even during peak periods, dramatically improving customer experience and call capture rates.

Easy Agent Control

Office-based staff and home workers can log in to the Queue anytime from any device to take calls. Agents have full control - log in when available, log out during breaks, set status to busy, or adjust availability in seconds. Real-time dashboards show queue depth, wait times, and agent status, allowing managers to optimize staffing dynamically throughout the day.

Disaster Recovery

The Call Queue feature is hosted in the cloud to offer complete resilience and control of calls should a line fail. Unlike on-premise phone systems that stop working during outages, our cloud queue continues operating even if your office loses power or internet. Calls automatically route through backup paths, ensuring business continuity regardless of local disasters or technical failures.

Measure and Improve

Review your Call Queue handling to increase productivity and show a strong return on investment. Analytics track answered calls, abandoned calls, average wait times, peak periods, and agent performance. Use data insights to optimize staffing schedules, identify training needs, and measure service improvements. Real-time monitoring helps you make informed decisions to enhance customer service and operational efficiency.

Real-Time Control

Powerful Call Queue Features for any Size of Business

Manage Call Queues online with complete control over music, messages, and routing.

Real-time management allows you to make changes instantly from any internet-enabled device. Office-based staff and home workers can log in to the Queue anytime from any device to take calls. Welcome callers with a branded message to guide them to the correct department using a keypad.

Ideal for businesses of all sizes, as well as businesses in rapid growth or with changing infrastructures. The Call Queue feature is hosted in the cloud to offer complete resilience - perfect for disaster recovery planning.

FAQs

What is Call Queue Control?

Call Queue Control is a cloud-based service that manages incoming calls during busy periods. Instead of receiving busy signals, callers are placed in a queue and hear on-hold music or messages while waiting for the next available agent. You can manage queue settings, agent availability, and call routing from any device with internet access.

How does Call Queue Control work?

When all agents are busy, incoming calls automatically enter the queue. Callers hear a welcome message, then on-hold music or promotional content while waiting. The system routes calls to the next available agent based on your priority rules. Agents can log in/out from any device, and managers can monitor queue performance in real-time through an online dashboard.

Can I customize queue messages and music?

Yes, you can fully customize your queue experience. Upload your own on-hold music, record custom greeting messages, and create promotional announcements. Professional voice artists are available to record bespoke messages. Different messages can be assigned to different queues or departments, ensuring callers receive relevant information while waiting.

Award winning call solutions

Tailor-picked solutions designed for small to medium-sized businesses

WEB-BASED CALL MANAGEMENT PORTAL

Web-based Call Management

Calls to your business number can be diverted to your target (landline or mobile) during your operational business hours. Once you have configured your 'in-hours', choose where you would like to divert calls 'outside of working hours'. If calls are not configured to be diverted outside working hours, then voicemail-to-email is activated, meaning that calls are always captured.

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Open the Call Manager to access the time schedule and set business open hours. Calls received in-hours can be configured to route to any UK landline number (01/02) or UK mobile (07). Your call-forwarding changes are saved and active at the click of a button.

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Calls received outside business hours can also be routed to phone or voicemail. Ensure that you can identify business calls when answering from a mobile or home phone outside of business hours.

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Web-based Call Managment is Included with Silver, Gold and Platinum Tariffs

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INBOUND CALL MANAGEMENT AND OUTBOUND NUMBER PRESENTATION

VOCO Business Calls Mobile Application

The easy way to call customers back showing your business number, keeping your personal number private and creating a professional image to your callers.

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The latest mobile application from Telecoms World places the power of business calls into your mobile phone, with Dial-Out Number Presentation and Call Analytics to view incoming and outgoing calls, along with the day-to-day control of where and when calls are answered within the call management features.

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With the mobile application, you can seamlessly adapt to your business needs. The flexible number routing feature allows you to set working hours, divert numbers to landline or mobile, and receive out-of-hours voicemail as email, all at your fingertips.

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Maintain a professional image with the ability to choose the business number you want to present. Access your contact directory, dial pad, or call history to add a number and Dial-Out, presenting your business number.

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The VOCO Business Calls Mobile App is Included with Silver, Gold and Platinum Tariffs

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THE PERFECT INTRODUCTION TO YOUR BUSINESS

Virtual Receptionist

More calls are being answered on mobile phones than ever before, a trend that's only growing with the rise of remote and home working. The mobile phone, with its portability and flexibility, is the perfect tool for handling calls on the move. When paired with the Virtual Receptionist, it provides users with a sense of security and peace of mind, knowing that every call is professionally introduced. The whisper message feature further enhances this, helping users distinguish between personal and business calls.

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With the Virtual Receptionist, the caller will never hear your personal mobile voicemail message. It is less professional to hear "You are through to the Giff Gaff mobile voicemail" than "Thank you for calling Prime Roofing; please leave a message after the tone, and a team member will call you back within 24 hours." This helps with your brand image, giving the impression of a large, reputable, well-established business, boosting your confidence and credibility.

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The Virtual Receptionist from only £19.99 per month

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IF YOU CAN MEASURE IT YOU CAN IMPROVE IT

Real-time Call Data and Analytics

Call Analytics is an online platform that gives you complete insight into your business calls from a single interface. Review the success of your marketing campaigns and staff call handling at a glance. If your business uses multiple numbers across various marketing campaigns, you can monitor which campaigns are receiving the greatest response.

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With detailed Call Analytics, you can accurately measure the results of when customers called, their geographical location, how long the call lasted and if they called more than once. Analysing the details of your telecommunication activities allows you to gain valuable market insight, re-focus your marketing efforts, boost sales and increase customer satisfaction.

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Call Analytics from only £9.99 per month

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The key benefits of Telecoms World as your communications provider

We provide fuss-free and cost-effective voice and data services to support businesses in the UK

UK Based Provider

All our services are managed from our UK headquarters with dedicated account managers and support teams available during business hours.

Increased Security

Enterprise-grade security measures protect your communications with advanced encryption and fraud detection systems.

Monitored Service

24/7 network monitoring ensures maximum uptime and immediate response to any service issues affecting your business.

Rated Excellent++

Our customers rate us excellent on Trustpilot with 4.8 stars based on consistent service quality and customer support.

Dedicated Support

Your own dedicated account manager provides personalized support and strategic guidance for your telecommunications needs.

Call Queue Control

Efficiently manage and deliver incoming calls to staff and departments

Never miss another call with Call Queue

Why should you consider upgrading from traditional telephony now?

Powerful Call Queue Features for any Size of Business

FAQs

Award winning call solutions

Web-based Call Management

VOCO Business Calls Mobile Application

Virtual Receptionist

Real-time Call Data and Analytics

The key benefits of Telecoms World as your communications provider

UK Based Provider

Increased Security

Monitored Service

Rated Excellent++

Dedicated Support

Proud to work with UK leading Businesses