Hi Carly
We currently use an automated call back function that is activated with a message after 60secs. The caller just needs to press one which allows the call to progress in queue. The consultant returns the call as a next in queue. This function not helps our abandoned call rate but the customers love it. Our abandoned call rate is <5% (our target). We use a Telstra product call Total Contact Centre. Hope this helps.
Cheers
Kym