Since the onset of the COVID-19 pandemic in March 2020, the NHS has faced unparalleled pressures, with patient demands and operational challenges continuing to strain resources. The health service is reported to be experiencing some of the most severe stress in its 75-year history. One critical area impacted is the handling of incoming calls at doctor surgeries and healthcare facilities, where high call volumes often lead to unanswered queries and patient frustration.

A simple yet effective solution to this issue is call queuing. This technology ensures that calls are managed efficiently during peak times by placing incoming callers in a queue until a representative is available to assist. Call queuing not only reduces the number of missed calls but also improves the experience for patients and customers by ensuring they are attended to in order of priority.

What is Call Queuing?

Call queuing is a mechanism designed to help businesses and organisations handle call peaks effectively. Instead of leaving callers with a busy tone or unanswered call, the system places them in a queue. While waiting, callers can listen to music, hear reassuring messages, or be informed about their position in line. This approach:

• Enhances efficiency during busy periods.

• Improves customer satisfaction by reducing perceived wait times.

• Projects a professional image by providing consistent communication.

When paired with auto-attendant systems, call queuing can automatically route incoming calls to the appropriate queue based on predefined priority settings, ensuring callers are directed to the right department or individual quickly.

Applications in Healthcare and Beyond

Call queuing is particularly beneficial in industries experiencing high call volumes but with limited operators to handle them. For example:

• Doctor Surgeries: Call queuing ensures patients can reach their GP without overwhelming receptionists, providing comforting messages or updates about their position in the queue.

• Radio Stations and Theatres: Manage call-ins for competitions or ticket bookings, while using hold time to share promotions or updates.

• Customer Service Centres: Allow businesses to inform customers about promotions or wait times while keeping them engaged during peak hours.

With its ability to customise hold music and messages, the system is flexible and adaptable to various business needs.

Benefits of Call Queuing

1. Customised Call Plans: Tailor call plans to match your business’s working hours and adjust them as needed.

2. 24/7 Availability: Manage calls efficiently, even during non-business hours, by redirecting calls to other locations or mobile devices.

3. Peak Time Management: Queue calls to specialised B2B network destinations, ensuring no call is missed during busy times.

4. Employee Control: Empower staff to manage their call routing and decide where and when they receive calls.

5. Data-Driven Insights: Access advanced call statistics to monitor productivity, call trends, and customer behaviour, enabling informed business decisions.

   
   

Turning Wait Times into Opportunities

One of the key advantages of call queuing is the ability to turn hold times into marketing opportunities. Businesses can:

• Promote special offers or services.

• Reassure callers with customised messages.

• Reduce frustration by informing callers of their position in the queue.

This transforms the perception of waiting from a frustration to an opportunity to engage with customers and build trust.

Conclusion

In 2024/2025, the continued demand for efficient communication systems in healthcare and other sectors makes call queuing an essential tool. Whether it’s improving the patient experience in doctor surgeries or optimising call management in businesses, call queuing provides a scalable, customisable solution to handle high volumes effectively.

Intouch Communications offers tailored call queuing solutions that empower organisations to enhance their communication strategies while maintaining professionalism and efficiency. Contact us today to find out how we can help streamline your call management and improve customer satisfaction.