We are experiencing higher than normal call volumes. Your wait may be longer than usual.

[Hades]

(not OcUK)

Has anyone called a large company recently and not got this message? It seems every large company I've called in the last few years has been "experiencing higher than normal call volumes". Higher than what? Higher than 1990? There never seems to be a "normal" wait time. I recall the days when you would get through to a company in a few rings of the phone. It's almost as good a lie as "We are recording your call for quality and training purposes".

/OldManRantOver

EDIT: editied for typo

 

[adolf hamster]

you're not alone, it does seem ridiculous especially when you're calling a company to discuss buying something from them.

 

[danlightbulb]

Yep every single company I call has this message now, even if they then answer the phone almost immediately.

 

[Dis86]

Every company. Every time. Even the police!

 

[something daft already!!]

Call my company now and you won't hear that message. We have around 30-40 staff ready to take incoming support calls. There is no hold music, the phone rings and we answer it. We mostly do not deal with the general public but do on an occasion. I know we are an exception to a rule and is one reason why our support is so highly regarded in our industry.

 

[Glanza]

Even before Covid and people working from home most places had some variation of that message enabled. Seems to be on by default as I've rang started hearing that and halfway through my calls been answered.

 

[jpaul]

It's almost as good a lie as "We are recording your call for quality and training purposes".

are you convinced that isn't true ? Anglian water board do offer a call back on number you are using,
but nontheless doesn't everyone swear at the recorded voice as they describe how your problem could be resolved easily by visiting their web site;

... more swearing - anglian site doesn't recognise phonetic alphabet for your post-code either

 

[teenwolf]

seems standard everywhere now

 

[Hades]

Call my company now and you won't hear that message. We have around 30-40 staff ready to take incoming support calls. There is no hold music, the phone rings and we answer it. We mostly do not deal with the general public but do on an occasion. I know we are an exception to a rule and is one reason why our support is so highly regarded in our industry.

I don't know what your company sells, but I now want to buy something from them

 

[Uther]

Yep every single company I call has this message now, even if they then answer the phone almost immediately.

This. I think it's just a standard message in the hope you don't bother staying on the line.

 

[Hades]

This. I think it's just a standard message in the hope you don't bother staying on the line.

Quite possibly. The other favourite is a near inability to actually get through to a real person, with the phone options going in circles to keep directing you to the web page; and the web page simply doesn't have the answer you need.

 

[Resident]

Many call centres are actually still WFH. Because they're not easily 'micro-managed' many workers toss it off leading to longer call times.

 

[Dirk Diggler]

Halifax credit card, Sky, BT are the main ones I've suffered regularly. And in the interest of balance, Three live chat is exceptionally good and preferable to using the phone because there's no clash of cultures between my Jockanese and their best attempt at English.

Summary: every CS company should be using a live chat facility.

 

[MG42Maniac]

This is really annoying me! Doesn't matter who you call, doesn't matter the time. I'm wondering if it's just an excuse to hire less call centre staff?

 

[something daft already!!]

I don't know what your company sells, but I now want to buy something from them

LOL. Access control equipment for large buildings. Like schools, offices, factories etc. Anywhere that restricted access is required, we provide the equipment to do so. You may have used the stuff we make without even knowing it, when visiting a block of flats or an office building.

 

[Deleted member 77746]

yes

 

[Chuk_Chuk]

I think I have phoned a few places where this isn't true. I've also heard this message and then had my call answered after a single ring.

I reckon it is now a default message because they've found that it placates most people.

 

[Hades]

I just recalled another annoyance... after waiting in a call queue for 30 minutes receiving the dreaded "We are too busy at this time, please call back later..... line goes dead".

 

[robfosters]

The worst is the DWP. That message is on constantly, although it’s normally true. When you hear it, you know it’s a minimum 15 min wait.

 

[Roar87]

A lot of companies are trying to get customers to use online chat instead of calls since it's more cost efficient, so they essentially understaff their call center in order to artificially funnel customers into their website chat instead. Oh, it's also harder to recruit and retain staff as well.