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Ever been on hold for hours, listening to that infuriating phrase 'Your call is important to us'? Guess what, if it was, you wouldn’t be on hold this long. After analyzing 15 different customer service lines across various industries, the average waiting time was 23 minutes. The longest? 57 minutes! And what's with the call-back option that NEVER actually calls back? Let's dissect this. Customer service in this day and age is all about automation, cutting costs, and squeezing every bit of patience from the customer. Here's the thing: by putting you on hold, companies are leveraging a psychological effect where your commitment to the wait increases the longer you’re put on hold, making it less likely for you to hang up. They’ll tell you 'all of our operators are currently busy,' and while that may be true, it's also a carefully crafted strategy to minimize the number of operators and maximize their efficiency at your expense. Nobody should have to go through this torturous limbo of unending elevator music and disingenuous reassurances. It doesn’t have to be like this. Companies, TAKE NOTE: hire more operators, streamline your service pipelines, and for the love of all that is decent, if you say you'll call back, DO IT.
Submitted 10 months ago by longreadlover
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