on 24-11-2018 00:03
@damian You could always try live chat if it’s a simple query
on 24-11-2018 10:31
on 01-12-2018 20:13
Having been both sides of the fence (being a customer) but also having worked in a call centre environment for a while a few years back I can speak from experience.
It is neigh on impossible when you have a large customer base and you care about providing excellent customer service to eliminate queuing.
The management of a call centre usually set a target for waiting times and advisers are heavily monitored to ensure they are always working and wrapping up calls as quickly as possible but the nature of the query and what has to be done to resolve it will dictate the length of the call as there also tends to be (and so there should be) an emphasis on resolving the query on the first call.
Noone wants to keep people waiting but these days it's likely that if you are having to call in, the query may take a little time to resolve.