Prioritize Top Value Calls With VIP Queues

Some customers deserve VIP service—and fast. With priority call queues, high-value callers are automatically moved to the front of the line, ensuring they connect with an agent faster.

Strengthen loyalty by ensuring your top clients always receive prioritized service.
Automatically route VIP calls to the best-fit agents, improving efficiency.
Boost your revenue stream through smarter handling of high-value inquiries.

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Win Your VIP Customers’ Loyalty

40% Drop in Call Abandonment

Speed up response times, ensuring priority callers are connected faster and less likely to hang up before getting help.

20% Increase in First-Call Resolution

Use caller history and intent to route customers to the best-fit agent who can resolve their issue on the first attempt.

Custom Priority Levels

Set multiple intelligent priority tiers for segments like key accounts, long-term customers, or urgent issues.

We’ve helped thousands of global companies

Case studies featuring customers who are building faster.

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Revolutionizing Revolut’s Efficiency and Saving 40+ Hours

“Thanks to CloudTalk’s reliability, we could improve sales teams’ performance and close more deals than we could have ever imagined.”

Jamie Devlin
Head of Operations

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Increasing productivity for 200 customer support agents

“With CloudTalk’s Analytics I now get to see every step of the way. We can find discrepancies and gain a much better understanding of our teams.”

Nelly Donnelly
Service Delivery Manager

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Delivering success for Glovo’s customer support team

“CloudTalk improved our team’s cost and efficiency. The script feature allows us to lead the calls in a much more systematic way.”

Yohann Bensadoun
Global Supply Growth

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Scaling outbound calls for MyHeritage 158 sales agents

“We have seen a significant increase in our outbound call volume. We can now reach out to more prospects and customers than ever before.”

Elay Sasson Call
Center Manager

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What is a Priority Call Queue?

A priority queue is a VIP call routing feature that ensures your most important clients—VIPs, key accounts, or high-value customers—receive priority service every time they call.

This essential tool in modern call center management guarantees that critical calls are fast-tracked to the front of the queue, reducing wait times and ensuring prompt assistance.

With priority call queues, you can maintain high customer satisfaction, improve loyalty, and handle peak call volumes more efficiently without compromising service quality for your top clients.

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How Does a Priority Call Queue Work?

A priority call queue system enables select callers to bypass the standard queue and gain immediate access to your support team. These high-value customers are identified through tags assigned to their contact profiles, such as VIP, key account, or priority client.

Once detected, their calls are fast-tracked to the front of the line, ensuring a swift connection with a preferred agent.

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Benefits of Priority Call Queues

Seize the Rewards of VIP Call Handling

Maximize Agent Efficiency

Increase agent efficiency by focusing their attention on the most important calls first. This allows your team to improve overall productivity and speed up resolution times.

Enhance VIP Customer Experience

Ensure high-value clients and key accounts receive prompt, dedicated service. By minimizing wait times for priority callers, you boost customer satisfaction, loyalty, and retention.

Achieve and Exceed SLAs

Priority queues help ensure that urgent and high-priority issues are resolved within the required service level agreements (SLAs), allowing your business to maintain compliance.

Drive Revenue Growth

Fast-track sales-related inquiries and key account calls to capitalize on high-value opportunities, increasing conversion rates and strengthening your bottom line.

Discover Real-World Priority Queue Use Cases

See how businesses across industries are using priority queues to drive results:

Time-Sensitive Inquiries: Healthcare providers and clinics use priority call queues to fast-track emergency cases, ensuring critical needs are addressed immediately.
Reward Long-Term Customers: Retailers and SaaS companies can offer priority service as an exclusive benefit for loyalty program members or as part of higher-tier subscription plans.
Critical Issue Escalation: Tech companies leverage priority queues to escalate critical technical issues—such as outages or security breaches—directly to specialized teams.
High-Value Sales Opportunities: Banks and investment firms can prioritize calls from high-net-worth clients and prospects, enabling quick decisions on high-stakes transactions.

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How to Create Priority Tags in CloudTalk?

In the left side menu on the Dashboard, click on “Contacts”.
Select “Add contact” to create a new one, or click on a magnifying glass next to an existing one.
Click “Edit contact info”, scroll down through the settings, and locate a “VIP” field.
Enter a custom tag that will identify the contact as a VIP.
Later on, you can assign the VIP tags to a specific Ring Group.

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Features

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Flagship Feature

Call Flow Designer

Design your inbound calling journey to fit the unique needs of your business and customers’ expectations.

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Call Queuing

Automatically distribute calls to relevant agents based on customer status, technical skills or business needs.

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Skill-Based Routing

Assign custom skills to your agents or teams and route customer calls automatically based on their expertise.

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Caller-Based Routing

Automatically route customers based on factors such as location, purchase history, and language.

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Frequently asked questions

Everything you need to know about the product and billing.

What are the 4 priority queues?

The 4 priority queues typically include high, medium, low, and VIP priority levels. Each queue prioritizes calls based on their assigned importance, ensuring that critical calls are answered first.

What is the key difference between a regular queue and a priority queue?

A regular queue processes calls in the order they are received, whereas a priority queue gives preferential treatment to certain calls based on their priority level.

How long do I stay in a low-priority queue?

The time spent in a low-priority queue depends on the call center’s traffic and the availability of agents. Calls from low-priority numbers may experience longer wait times as higher-priority calls are answered first.

What are VIP calls?

VIP calls are inbound calls from high-priority customers, such as loyal clients, high-value accounts, or those with special status. These calls are typically routed to the front of the queue.

What is a VIP caller?

A VIP caller is a customer or client who holds special status within your organization, often due to their high value or importance. These callers are given preferential treatment, such as reduced wait times and prioritized handling.

What is VIP ringing?

VIP ringing is a feature that alerts agents to incoming calls from VIP customers by using a distinct ringtone or notification. This ensures that agents recognize the importance of the call and prioritize it accordingly.