Yeah a pet hate of mine is the multiple attempts to channel you to the website. You have to sit through a message telling you about it, then the automated options tell you to go there, sometimes there isn't even a 'press 6 to speak to a member of our team' option, you just have to sit there waiting until you hear the call cutover to a queue. Or worse sometimes you actually get disconnected if you choose the wrong option path so you have to redial, listen to the same rubbish, and try to remember which was the wrong path to take. Kind of like playing one of those old fantasy game books where you would be directed to insta-death if you mucked up.
I also agree that "higher than normal" cannot be a perpetual state unless there is a constant upward trajectory, which implies that in fact there is no 'normal' or this growth should be factored in.
