Flushing out the queue is a situation in which a call center’s telecommunication and call management system redirects a caller waiting in a queue to another group of call center agents who are idle to handle the calls. This is basically a failsafe mechanism to prevent the caller from getting irritated and losing their patience while they are waiting for an agent to be free and available to take their call. Moreover, flushing out the queue is also a method to make the optimal use of the most valuable resource of the call center i.e. the agents.
One important thing to note here is that the objective behind flushing out the queue is two-fold. First, it is a simple method to divert incoming calls traffic from one call center agent group to another in order to handle the high volume of calls which the call center is receiving but did not expect in the first place. Secondly, it is a way to save the call center from gaining bad reputation for customer service as their clients had to wait for a long time before their calls were answered as the first group of agents wasn’t available to answer the calls.
