When a person has an issue with a product, the person often calls a call center that is associated with the enterprise that sold the product. These call centers are often reached by dialing a toll-free “1-800” number.
When the call center answers the call, the caller is usually presented with a menu of choices such as “Press 1 for English or press 2 for Spanish.” After the caller makes his or her choice, the caller is, after some wait, connected to a call-center agent. All too often the caller is kept on hold for an extended period of time. This usually only serves to aggravate the caller and tie up bandwidth for the call-center.
Often, after waiting on hold for an extended period of time, the caller is connected with a call-center agent who is unable to assist the caller with his or her problem. This only creates further frustration for the caller as the caller is then placed on hold again to wait for a call-center agent who can assist the caller with his or her problem.