> get told the queue is too long and to try calling back later. I have no idea who thought that was a good idea to implement because the queue will always be super long.

A call deferred is a call denied.

Convincing the customer to give up is one way to reduce workload.

See also: automated systems that play a prerecorded message along the lines of "we're currently experiencing higher than normal call volume" regardless of how long wait times even are.