Have you ever waited on hold while listening to elevator music?  

That’s the magic (or sometimes the frustration) of call queuing. It’s like the virtual waiting room for your phone calls. But what’s the deal with it, and why does it matter?

Well, imagine a busy day at a customer service center, and calls are pouring in faster. But thanks to call queuing.  It’s the anonymous hero making sure your call is handled, even during the busiest times.  Without call queuing, it would be chaos in the world of call centers.

In this article, we’ll explore the realm of call queuing, discovering what it is, how it works, and why businesses and customers should pay attention to it. So, let us dive into the world of call queuing and see why it’s more than just putting callers on hold. 

What is Call Queuing?

Call queuing is a call management technique that places incoming callers into a virtual line or queue until a representative or agent becomes available to answer the call. 

It is also known as Automatic Call Distribution (ACD), which is a feature of phone systems that manages incoming calls to a business—ensuring that the calls are not dropped and answered promptly.

What is call queuing

Call queues are a valuable tool for businesses that prioritize calls based on many circumstances. It receives a high volume of inbound calls, as it helps to manage call volumes and to prevent frustration they might inform estimated times and their place in the queue. 

This system is commonly used by call centers, customer service centers, and other organizations that deal with a high volume of incoming calls. 

How Does Call Queuing Work?

Call queuing is a method used to manage and organize incoming calls effectively. So, it is important to know how call queueing helps manage call flow efficiently, ensuring that callers are served fairly and efficiently. 

The following is an explanation of how call queuing works:

Initial inbound calls

Call queuing starts when a customer places a call with a business, customer service center, or call center. Each incoming call is placed in a queue, forming a line of callers waiting to be served.

Queue management

The modern queuing system uses algorithms to prioritize incoming calls based on factors such as time of arrival, emergencies, availability of agents, the nature of the call, and other criteria.

Announcements and Music on Hold

The automated IVR system often plays music and announcements while callers are waiting in the queue. These messages can be pre-recorded or generated dynamically and are used to keep callers occupied. 

Call transfer to an agent 

The queuing system can route calls to the most relevant agents or departments by matching an available agent, considering factors such as agent skill sets, language proficiency, or other criteria.

Overflow Handling

Overflow options could include redirecting calls to voicemail, providing alternative contact methods, or offering callers the option to leave a callback request. In situations where the queue becomes too long or if there are more calls than available agents, overflow mechanisms may come into play.

👉You can also read: Understanding the Basics: What Does Call Routing Mean?

What Causes Long Call Queues?

Several factors can contribute to long call queues in a call center or customer service setting. Understanding these factors is crucial for organizations to address issues and improve overall efficiency. Here are some common reasons for long call queues:

A high number of calls:

A high number of calls

A sudden increase in incoming calls, especially during peak hours or during special events like product launches, promotions, or system outages. It may lead to increased call volumes, Agents who are not properly trained may take longer to handle calls, which can also lead to longer wait times.

Insufficient Staffing:

If there is an understaffed call center or there aren’t enough agents available to handle incoming calls, then it can result in increasing wait times for callers being placed on hold. Understaffing may be due to budget constraints, inaccurate forecasting of call volume, or shortages of staff.

Inefficient Call Handling Processes:

Suppose a business has unrealistic service level agreements SLAs for call answering times. In that case, this can put pressure on agents to answer calls as quickly as possible, which can lead to mistakes and longer wait times overall. This includes issues such as outdated technology, cumbersome software, or complex call scripts. 

Ineffective Call Routing:

Outdated call centre software and poorly designed call routing systems may lead to delays in connecting callers with available agents. Calls might be routed to the wrong department or agent, leading to additional transfers and longer wait times.

Complex Issues:

If callers have complex problems that require more time to resolve, it may result in longer call durations and longer queues. So, agents may need additional time to investigate and resolve complex issues.

Lack of Self-Service Options:

Suppose customers are unable to resolve their issues through self-service channels. They might call the customer service centre, which can lead to longer wait times.

So interactive voice response systems (IVRs) or other online support should be provided to resolve issues independently. 

💡Also read: Understanding Call Monitoring: A Comprehensive Guide

Importance of Call Queuing System

For improved queue management, it is necessary to minimize factors that lead to long wait times and enhance the overall efficiency of the call center. Some of the importance of call queuing management is explained below:

1. Using call analytics

Using call analytics

A call queuing system generates call data that provides valuable insights into customer behavior, call trends, and agent performance. Utilizing this data, you can possibly pinpoint opportunities for improvement, optimize call handling strategies, and improve customer service.

2. Improved Customer Service

Call queuing systems enhance positive customer experience by minimizing wait times and managing call flow. Customers are more likely to be satisfied, leading to customer loyalty and a positive perception of the brand.

3. Reduced Abandonment Rates

Providing estimated wait times and offering call-back options can help reduce caller frustration and abandonment rates. Customers are more likely to stay in line if they are informed of their wait position.

4. Better resource allocation

With call queuing systems, you can make informed staffing decisions based on real-time information about call volume and agent availability. In this way, managers can effectively ensure adequate coverage during peak periods, avoid unnecessary overtime costs, allocate resources, and avoid overstaffing or understaffing situations. 

5. Enhanced Productivity

Call queuing management allows agents to focus on resolving customer issues promptly without being overwhelmed by a sudden increase in calls, leading to an increase in their productivity and overall call-handling efficiency and decreasing call abandonment rates. As a result, overtime expenses will be minimized, and the return on investments(ROI) in call center resources will be improved.

How do you Improve Call Queuing Management?

How do you Improve Call Queuing Management

Improving call queuing management involves implementing strategies and utilizing tools to address the factors that contribute to long wait times and enhancing the overall efficiency of the call center operation. Here are some ways to improve  call queuing management:

1. Forecasting call volume accurately

Identify patterns in historical call data to accurately forecast call volume for different times of the day, week, or month. This allows for quick staffing adjustments to meet the demand for calls.

2. Optimizing agent scheduling

Schedule agents based on forecasted call volume to ensure adequate coverage during peak periods. To meet fluctuating demand, consider hiring part-time, full-time, and temporary agents.

3. Implementing effective Call Routing

Utilize call routing strategies to distribute calls evenly among available agents and prioritize calls based on urgency or caller type. As a result, critical calls receive prompt attention while reducing wait times for all the callers.

4. Using Self-Service Options 

Resolve common issues by providing customers with self-service options, such as FAQs, online chat, and interactive voice response (IVR) menus, without requiring agent intervention. As a result, it reduces call volume and frees up agents to handle more complex inquiries of customers.

5. Assisting Agents with Knowledge and Tools

Ensure agents have comprehensive training, access to relevant information, and the tools they need to handle calls efficiently and effectively. This helps in reduced call handling times and improved customer satisfaction.

6. Monitoring and Optimizing Call Center Processes 

Identify potential problems and areas for improvement by regularly reviewing call center processes. Reducing unnecessary steps and streamlining procedures will improve call resolution.

7. Utilizing Call Queuing Technology

Set up call queuing software that provides real-time queue monitoring, call routing capabilities, and analytics tools. This leads to data-driven decision-making and continuous improvement in performance

8. Seeking Feedbacks

Gathering feedback regularly from agents and customers helps you to identify areas for improvement. This helps address the pain points of businesses and customers and enhance the overall call center experience.


Moreover, Call Queueing is a versatile tool for businesses that handle a high volume of inbound calls that contributes to enhanced productivity, time management, and cost efficiency within a call center or customer service environment. It enables businesses to streamline their operations, make data-driven decisions through monitoring and reporting, and ultimately build positive relationships with their customers.


What are the benefits of call queuing?

Call centers offer many benefits for businesses, especially for call centers. Some of them are listed below:

  1. Efficient call distribution
  2. Skill based routing
  3. Enhanced call center performance
  4. Call monitoring and analytics
  5. Cost efficiency

What is the queue time in a call center?

Queue time (wait time) is the average amount of time a customer spends waiting for their call to be answered by an agent in a call center. A general rule of thumb is that 80% of calls should be answered within 20 seconds but it might vary depending on the industry and the type of call.

What are the different types of call queues?

There are different types of call queues, such as

  • Round robin 
  • Ring All
  • Linear hunt
  • Linear cascade
  • Call park 

What is the difference between a call group and a call queue?

There are two tools used to distribute incoming calls to multiple recipients: call groups and call queues. However, they differ in several ways.

ParticularCall groupCall queues
DistributionMultiple rings at the same timeQueued and distributed
FeaturesLimited or basicExtensive or more 
Nature of businessSmall large
Types of callsA high volume of short callsA high volume of long calls

What are the features of Call- queueing?

Here are a few features of call queueing:

  • Estimates wait times
  • Call back options
  • Call routing
  • Pre-recorded greetings.
  • Automatic Call distribution (ACD)
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