Moderately Confused by Jeff Stahler for August 24, 2023

Newbie.

Wait a minute! They told me my call was important.

They only put the important calls on hold.

First attempt, obviously.

Get in line, Bub. Your calls are gonna be ‘important’ to a lot of robots from now on.

And they’ll keep telling you that, over, and over, and over…

This is the 21st Century. Some companies get it. There are a couple of doctor’s offices in my area and even Microsoft that will put you on hold for a minute and then give the the opportunity to leave a callback number.

It’s a win-win. I don’t stay on hold, and the company needs fewer agents to meet the demands. The system allows them to “average out” surges and lulls. It’s an interesting twist on queuing theory.

So what is wrong with the other 95% of the companies out there?

“Your call is important to us. Please hold until it’s no longer important to you.”

The more I hear that my call is important to them, the less I believe it.

Long time listener, first time caller :)

Sometimes I call them just to feel special.

Hahahaha!

you get that same message after hours when everyone is home for the evening. they will answer you once they get back to their office, get their coffee, hit the bathrooms and get caught up on the office gossip. Then they will take your call

…aaaand the sucker for this minute is born!

She’s not so convinced…

Not too wise in the ways of the world, is he?