I’ve spent a few hours of the last few days on hold waiting for customer support representatives (CSR). It’s a task that drives everyone nuts. Services like GetHuman.com are pretty useful, but still hardly a solution.
A few companies now have “call me back” functionality where they will essentially just call you back when the CSR is available rather than make you wait on the line. It strikes me as strange that more companies don’t rush to implement this ASAP. For starters given most of these numbers are 800 numbers, they are footing the phone bill. They also need to have the capacity to have all these calls on hold for sometimes an hour. These costs can’t be trivial. I would think a system that keeps customers happier and reduces your telecom needs would be a win/win. I’m also betting some patent prevents this from being an easy to implement solution.
This is why when given the choice I prefer the online chat option. I can work with it in the background. It’s quiet, not disruptive and much more pleasant.