I sit on hold for many hours during the week, and send many of my customers to queues with a hold time of more than 20 minutes quite frequently. Sitting in hold is a pain in the arse. I have a time limit that I'm allowed to be in hold for: any more than 2 minutes and I have to either transfer the person to remain there on their own, or I can end the call, and suggest to the customer to call back at a less busy time.
There are no less-busy times.
Even at 4:00 in the morning, it's business as usual, and since we are only allowed 2 minutes per call to be in hold, it's not really enough time to do anything but sit there. I've refrained from purchasing gossipy magazines which was eating a lot into my budget, and I can't stand doing crosswords, words searches or bloodyfuckingsuduko. I draw idly, whip paper balls at people who sit nearby, or just look out the window, watching life pass by.
Most of my hold time is spent waiting for tech support. Now, tech used to be the worst queue to be in, as it played godawful 70s porn music. Bom-de-da-bom-bom. Lately, though, sitting in hold for tech has been satisfying, because they've switched to a new 80's playlist. And it's not just fluff Cyndi Lauper, or Boy George and Culture Club, either.
It's been one brilliant hit after another.
And now I long for technical questions that I don't have the faintest clue about solving, which unfortunately rarely happens since I've been there for so long, and can troubleshoot likethat. But, thank goodness for Sidekick IIs and Blackberrys. And bless those lovelies who switched the Wireless transfer regulations. The trouble is, that it really only happens occasionally that we even get the chance to remain on hold for a tech transfer. Usually the queue is SO bloody full that we're advised to dump the calls immediately, and then have to take the next one.
I'm sure that it's not news to everyone, but there's a way to avoid the immediate dump request, and that's to misdial the transfer, and re-enter tech contact. Now, I swear, I found this out accidentally. But once you misdial and have to call back, automatically, you have to sit for the full 2 minutes, and I get a chance to listen to some good music.
All good things to those who wait.