How to curb longest delay in queue

“Longest delay in queue” (LDQ) describes the longest time period that a customer in a queue waits before either connecting with an agent or hanging up.  LDQ is tracked through two categories in call center metrics:

i) Longest delay to answer:

This is the longest delay for a caller before being managed by a call center agent.

ii) Longest delay to abandon:

It refers to the maximum time a caller waited for agent interaction before hanging up.


Delay, whether long are short is not at all good for a company’s success and reputation as well. So, the managers handling the customer care section of a company need to identify and employ effective strategies to curb these issues. In this post, we have mentioned some of the most effective strategies that can be employed to keep customers happy during unexpected service delays, such as being short on staff:


The managers should give customers clear and conservative information that will help them estimate their wait time. This reduces their anxiety level caused by the uncertainty of the situation

2. Deliver more than you promise:

Delivering more than what you promise is a clever strategy. Let’s take an example of a restaurant where the host can give customers a longer than expected waiting time, say 25 minutes. If customers end up waiting just 15 minutes, they will be delighted as they expected a longer delay.

3. Try to keep your customers busy while they wait:

You can consider giving customers something to do while they wait. It can help cover the issue and keep them distracted and can seem like time goes by faster. Some examples of this strategy are offering magazines or free wifi access to your customers

4. Admit delays rather than apologizing:

When you inform the customers about the expected wait time beforehand, they can be mentally prepared for it. This is far better than apologizing to the customers time and again about additional delays as it will only piss them off.


Tips to reduce FCD in a call center: II

1.Optimize call queue settings:

It is a known fact that customers hate waiting when they want to get their queries resolved. The best solution to this problem is modern contact center software. It offers various features to optimize call queues, reduce the wait time and thus exempt FCD. Some of its features are:

i) Queue to voicemail:

Using this feature, customers can leave a voicemail instead of waiting in the queue. This helps in reducing FCD to a large extent as it exempts the need of waiting a single minute in the queue. This further helps improve the quality of customer service and agents’ efficiency as well.

ii) Queue callback:

This feature allows the customers to exit the queue and leave behind their details such as contact information so that they can be contacted back. Whenever the agents are available, they refer to the details provided and call back the customers so as to provide them the required information or solve their queries.


2. Optimize your staffing:

This does not mean hiring a lot of agents but planning the entire process adequately. Optimizing your staffing in order to reduce FCD calls for adjusting your team size based on predicted call volume, especially during the peak time. Workforce management and efficient call center software can be used to do this. Moreover, the historical data can be analyzed to better understand the peak times, and staff accordingly. You also need to consider making contingency plans for those times when employees call in sick.

Optimized staffing 2
Optimized staffing 2

3. Offer self- help service:

In today’s era, customers prefer to get help themselves. A self-service feature on your website or social media profile will help to cut down FCD. By reducing the call flow to your contact center, it will further increase the productivity and efficiency of the agents.

Self service



Blended universal queue system and its advantages

Blended universal queue, more appropriately known as the universal queue (UQ) refers to an advanced concept in contact center design. As per this concept, multiple communications channels (such as telephone, fax, and email) are integrated into a single queue to standardize processing and handling. In other words, the universal queue is essentially a combination of email, chat and other data enabling universal queuing along with call blending.

Blended universal queue system
Blended universal queue system


1. Universal queue system provides a single unified workflow which integrates all the various trouble tickets, CRM cases, mobile, social and traditional channels into a singular entity so as to eliminate improper handling of customer issues.

Handling customer complaints
Handling customer complaints

2. This highly efficacious system allows the customers to opt for a communication channel of their choice. Thus, people who do not wish to talk over a phone call can use email or another such channel of communication while the ones who are comfortable with calls can directly talk to the agents for query resolution.

Choosing communication channels
Choosing communication channels

3. Blended universal queue system provides improved cross-channel flexibility. This further results in an enhanced user experience leading to a higher customer satisfaction.

4. As far as the business agents are concerned, they can leverage the universal queue to gather valuable insights and information available across the various channels. This may help them manage their customer care workload more effectively.

Valuable insights
Valuable insights

5. The universal queue system helps in increasing the productivity of an organization by providing the facility of optimizing work patterns of its employees according to the operational requirements of the center.

Increasing productivity
Increasing productivity

6. It facilitates a smooth delegation of work among the agents according to the customer priority, availability, and their individual skills. Moreover, this technology is capable of identifying as to which of the channels need precedence over the rest of them, based on the individual priority.

Delegation of work