• 3,000 firms
  • Independent
  • Trusted
Save up to 70% on staff

Home » Glossary » Invisible queue

Invisible queue


Invisible queue definition

An invisible queue happens in a call center when the caller is unaware of their progress or how long they have to wait. 

Internally, the invisible queue enables voice agents to better manage their time handling calls. When an agent completes a call, the system will automatically take the next caller with the longest wait time. The calls are re-routed to agents based on the queuing method.

Invisible queue definition

Invisible queue in a call center

A call center’s invisible queue is powered by a system known as an automatic call distributor (ACD). This assigns the longest-waiting caller to the next available agent so that the call can be handled. 

While the customer is waiting, they are usually subjected to instructive announcements or, more commonly, music on hold.

Callers on the invisible queue can be appeased by playing messages stating the estimated wait time, and the message should be updated.

Get Inside Outsourcing

An insider's view on why remote and offshore staffing is radically changing the future of work.

Order now

Start your
journey today

  • Independent
  • Secure
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 450+ podcast episodes, and a comprehensive directory with 3,900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.

“Excellent service for outsourcing advice and expertise for my business.”

Learn more
Banner Image
Get 3 Free Quotes Verified Outsourcing Suppliers
3,000 firms.Just 2 minutes to complete.
Learn more

Connect with over 3,000 outsourcing services providers.

Banner Image

Transform your business with skilled offshore talent.

  • 3,000 firms
  • Simple
  • Transparent
Banner Image