Queue is referred as waiting line of inbound calls. These days, call centers are opting for virtual queuing and it is one of the talked about technology that improves the work culture in a BPO.
According to some people, queue is considered to those calls
which have been received by the ACD system and never directed to an agent or
customer care executive. The process of virtual queuing means keeping an
incoming call in the line for further answer.
This technical process helps the customer to wait in the line without staying connected long time on phone. In call centers virtual queuing is done by gathering the numbers from the callers and then makes calls to them back when needed or agents are available to do so.