What Is a Call Queue?

A call queue is a contact centre feature that manages incoming calls when demand exceeds available staffing.
When customers dial in and no agents are free, the system places them in a virtual waiting line.
During this time, callers may hear hold music, estimated wait times, or self-service options through an Interactive Voice Response (IVR) system.

Call queues are managed by Automatic Call Distribution (ACD) technology, which determines the order in which calls are answered.
Queues can be prioritised by factors such as call type, customer value, or service level agreements (SLAs).
For example, urgent technical support calls might be prioritised ahead of general enquiries.

In customer service and call centre operations, call queues are essential for:

Reducing abandoned calls by keeping customers informed about wait times.
Ensuring fairness by handling calls in the order they arrive.
Managing demand spikes without overwhelming agents.
Supporting service level compliance through efficient queue management.

While call queues are necessary during busy periods, long waits can frustrate customers.
To improve the experience, many centres use features such as virtual queues or callback technology.

Why Call Queues Matter

Call queues are fundamental to managing customer expectations during high traffic periods.
By structuring how calls are held and answered, they help maintain service quality and ensure that customer needs are addressed in a fair and efficient manner.

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