What is a call queue system?

For companies with a high volume of inbound calls, a call queue system is essential — it keeps callers on hold with personalized messaging and music until an agent becomes available.

How does call queue software work and what are the benefits?

Effective call queue software informs callers of their wait, plays quality hold music, offers pre-recorded messages in multiple languages, and gives customers callback or voicemail options for a feeling of control.

How can my customers skip a call center queue?

Customers can press the star key to request a callback and hang up — their number is automatically logged, a notification appears in your Aircall interface, and the right department gets alerted.

What is an acceptable hold time in a call center?

Two out of three customers hang up if a human hasn't responded within two minutes, and holding for five minutes can cost you up to 89% of callers — so minimizing hold time is crucial.

What is the acceptable abandon rate in a call center?

An inbound call abandonment rate of 4-8% is considered acceptable; a 10% rate is high. Aircall's customizable call queuing, tailored IVR menus, and automatic callback option help keep it low.

Call Queuing

Customize the call queuing experience for your customers with personalized messages and waiting music, or give them the option to request a call back.

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A better call queuing experience

With Aircall’s call queuing feature, you can keep a caller on hold until one of your agents is available to respond. Make their call in queue experience as pleasant as possible, or let them avoid it altogether with call back functionality.

EXPLORE FEATURES

Personalize the call queuing experienceEnhance your callers’ experience with custom holding music or personalized messaging while they wait in the queue.
Customize queue timingChoose how long you’d like to keep a call in queue before directing them to your voicemail.

Learn how to reduce your call abandonment rate on our blog

Read on

Other features our customers love

ROUTING
Call Routing
Direct calls to the correct teammates every time by customizing distribution and ring rules.
FEATURES
Queue Callback
Give callers the power to opt out of a waiting line and receive your outbound reply at a later time.
FEATURES
Interactive Voice Response (IVR)
Set up a smart IVR directory that automatically guides callers to the correct team on their first try.

CUSTOMER STORIES

Listen to our happy customers!

Thousands of companies rely on Aircall's call queuing functionality to manage inbound calls and delight customers.

We needed a voice platform that could keep up with our business needs. Aircall offered the features we needed — like callback requests and IVR —
and provided the best onboarding experience I've ever received.

Craig ShayowitzOperations Manager, CommonBond

Connected to 250+ native integrations

Aircall connects to your CRM, help desk, eCommerce platform, and business tools in minutes. Data flows automatically between every system; no middleware, no manual entry, no stitched-together workarounds.