Call Queue

A call queue is a telephony feature that creates a virtual waiting line for incoming calls when all your team members or agents are busy handling other conversations. Instead of callers hearing a busy tone or being sent straight to voicemail, they’re held in the queue until the next available agent can take their call. While waiting, callers can hear on-hold music, estimated wait times, or informational messages, helping manage expectations and keep them engaged. Call queues help businesses handle high call volumes efficiently, reduce abandoned calls, and ensure that enquiries are answered in the order they arrive.

An added enhancement to traditional call queues is the queue callback feature, which gives callers a choice if the wait is long. Rather than staying on hold, callers can opt to hang up while preserving their position in the queue; the system will then automatically call them back when an agent becomes available. This means customers don’t have to stay tied to the phone, reducing frustration and abandonment rates, while agents can manage their workload more smoothly. Queue callbacks improve customer satisfaction by valuing the caller’s time and often lead to better first-call resolution.