What is a Virtual Queue?
A virtual queue is a contact centre feature that lets customers reserve a spot in a call queue without staying connected to the phone system.
Instead of listening to hold music, the customer can choose to receive a callback when it’s their turn or at a scheduled time.
When a call centre experiences high volumes, the virtual queue system estimates the wait time based on current demand and staffing levels.
Customers can then decide to remain in the virtual queue or request a callback.
The system retains their position in the order and connects them to an available agent at the appropriate time.
In customer service and call centre operations, virtual queues help to:
- Reduce caller frustration caused by long hold times.
- Smooth out demand spikes by managing callback scheduling.
- Improve service level compliance by balancing workload more effectively.
- Increase customer satisfaction by providing more flexibility.
Virtual queues are often integrated with Interactive Voice Response (IVR) systems and workforce management tools.
When implemented effectively, they can enhance operational efficiency and reduce the number of abandoned calls.
Why Virtual Queues Matter
Virtual queues improve the customer experience by turning passive waiting into productive time for the caller.
For the contact centre, they help manage high traffic periods without sacrificing service quality.
Related Terms:
- Callback Technology
- Queue Management
- Interactive Voice Response (IVR)
- Service Level Agreement (SLA)
- Call Abandonment Rate