Queue calls. During high call volume, incoming calls will be placed in a queue while your live agents take calls. Queued calls will be passed on to the next available agent in order.

Queue callback. You can implement queue callback, which means that callers can hang up and be called back by the next available agent when it's their turn.

Play music on hold. You can play music or a message while callers are waiting to connect to a live agent.

Never miss a call. Call queuing ensures that all calls are answered, even when there is no available agent.

Maintain a professional image. Most big businesses use call queues to deal with large call volumes to ensure that all customers have a chance to connect to a live agent rather than just calling and being disconnected, which can be frustrating for customers.

Show customers you care. Call queues and callbacks tell customers that you are taking the time to answer their calls, even if your call centres are a little busy.

Improve customer satisfaction. People usually don't like to stay on hold for long, so offering the option for a callback means your customers can get through to an agent without staying on the call and without losing their spot in the queue.