How to create a better waiting experience when call queues fill up

Bird

Feb 5, 2020

Customer experience

1 min read

How to create a better waiting experience when call queues fill up

Key Takeaways

    • Long hold times damage customer satisfaction — offering call-back options creates a better waiting experience.

    • Flow Builder empowers teams to automate queue management without requiring heavy telecom engineering.

    • A smart flow can check queue status, offer call-back options, and auto-dial customers when agents are free.

    • Communication automation improves efficiency, agent utilization, and customer experience at once.

    • You can easily expand flows by connecting third-party tools and data sources for more complex logic.

    • This workflow is just one example — Flow Builder supports a wide range of cross-channel automations.

Q&A Highlights

  • Why not just keep customers on hold?

    Because it’s one of the most frustrating customer experiences. Letting customers hang up and receive a call-back respects their time and improves satisfaction.

  • What’s needed to build a call-back flow like this?

    Only Flow Builder — it allows you to set up the logic visually, check queue capacity, and trigger an automated return call.

  • Who can use this approach?

    Any support or operations team. Flow Builder was designed for cross-functional teams, not just developers.

  • Can I connect Flow Builder with my CRM or data systems?

    Yes. It supports integration with external data sources and third-party services so you can automate personalized responses.

  • What’s the main benefit for the business?

    Reduced waiting frustration, faster resolution times, and happier customers — all achieved with automation instead of extra headcount.

This post is part of a series on optimizing customer support operations. In it, we cover how to create a better experience for your customers when they end up in a queue.

How to create a better waiting experience

This post is part of a series on optimizing customer support operations. In it, we cover how to create a better experience for your customers when they end up in a queue. Discover more ways to improve customer service efficiency by reading the full guide here.

This post is part of a series on optimizing customer support operations. In it, we cover how to create a better experience for your customers when they end up in a queue. Discover more ways to improve customer service efficiency by reading the full guide here.

This post is part of a series on optimizing customer support operations. In it, we cover how to create a better experience for your customers when they end up in a queue. Discover more ways to improve customer service efficiency by reading the full guide here.

There is no need to keep customers on hold while they wait

As your call volumes grow you’ll start running into new challenges. Managing capacity is a delicate balancing act which inevitably at times will result in queues filling up. And even though we can all agree that being on hold is one of the worst experiences - many companies still put their customers through the wait. Wouldn’t it be easier if the customer could hang up, go on with their life and get a call back from the next available rep?

As your call volumes grow you’ll start running into new challenges. Managing capacity is a delicate balancing act which inevitably at times will result in queues filling up. And even though we can all agree that being on hold is one of the worst experiences - many companies still put their customers through the wait. Wouldn’t it be easier if the customer could hang up, go on with their life and get a call back from the next available rep?

As your call volumes grow you’ll start running into new challenges. Managing capacity is a delicate balancing act which inevitably at times will result in queues filling up. And even though we can all agree that being on hold is one of the worst experiences - many companies still put their customers through the wait. Wouldn’t it be easier if the customer could hang up, go on with their life and get a call back from the next available rep?

Why isn’t everyone creating a better waiting experience?

Even though the idea is quite simple, building more advanced communication flows has been limited to those with access to expensive telecommunications tooling who are willing to invest significant engineering time. This is why we built Flow Builder, a communication automation platforms which empowers cross-functional teams to collaborate on communication flows. It allows you to run logic, pull in data from external data sources and perform actions in third party services.

Even though the idea is quite simple, building more advanced communication flows has been limited to those with access to expensive telecommunications tooling who are willing to invest significant engineering time. This is why we built Flow Builder, a communication automation platforms which empowers cross-functional teams to collaborate on communication flows. It allows you to run logic, pull in data from external data sources and perform actions in third party services.

Even though the idea is quite simple, building more advanced communication flows has been limited to those with access to expensive telecommunications tooling who are willing to invest significant engineering time. This is why we built Flow Builder, a communication automation platforms which empowers cross-functional teams to collaborate on communication flows. It allows you to run logic, pull in data from external data sources and perform actions in third party services.

This is how you do it

In this how-to we are looking at a scenario where we have a call queue that has filled up, we want to offer the caller the option to hang up and be called back by the next available agent. Obviously, we will be looking to minimize the work for the rep by automating the communication flow. 

What we are trying to achieve:

  • Catch the incoming call

  • Check queue status

  • Offer the option to call back

  • Place the call in an auto dialer

  1. Incoming call

  2. Check queue status

  3. Offer the option to call back

  4. Place the call in an auto dialer

In this how-to we are looking at a scenario where we have a call queue that has filled up, we want to offer the caller the option to hang up and be called back by the next available agent. Obviously, we will be looking to minimize the work for the rep by automating the communication flow. 

What we are trying to achieve:

  • Catch the incoming call

  • Check queue status

  • Offer the option to call back

  • Place the call in an auto dialer

  1. Incoming call

  2. Check queue status

  3. Offer the option to call back

  4. Place the call in an auto dialer

In this how-to we are looking at a scenario where we have a call queue that has filled up, we want to offer the caller the option to hang up and be called back by the next available agent. Obviously, we will be looking to minimize the work for the rep by automating the communication flow. 

What we are trying to achieve:

  • Catch the incoming call

  • Check queue status

  • Offer the option to call back

  • Place the call in an auto dialer

  1. Incoming call

  2. Check queue status

  3. Offer the option to call back

  4. Place the call in an auto dialer

Feel free to reach out!

Keep in mind, this is just a simple example of how it could work in the real world. We have seen people combine all sorts of data sources, third party services, and channels. Sky's the limit.

If you have a problem that could be optimized with communication automation we would love to talk to you. Feel free to reach out here and we can set up some time with a product expert to help you flesh out your ideas.

Keep in mind, this is just a simple example of how it could work in the real world. We have seen people combine all sorts of data sources, third party services, and channels. Sky's the limit.

If you have a problem that could be optimized with communication automation we would love to talk to you. Feel free to reach out here and we can set up some time with a product expert to help you flesh out your ideas.

Keep in mind, this is just a simple example of how it could work in the real world. We have seen people combine all sorts of data sources, third party services, and channels. Sky's the limit.

If you have a problem that could be optimized with communication automation we would love to talk to you. Feel free to reach out here and we can set up some time with a product expert to help you flesh out your ideas.

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The complete AI-native platform that scales with your business.

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© 2025 Bird

Contact Support

A person is standing at a desk while typing on a laptop.

The complete AI-native platform that scales with your business.

Contact sales

Start for free

© 2025 Bird

Contact Support