Your Call Is Important

When placing a call to a company, it’s far quicker to speak to someone in sales than customer support.

That’s understandable. It's easy to justify putting on extra staff when their work generates revenue.

There's no revenue generated from staff providing after-sales or technical support for current customers. At least, not in the short term. Wages for these staff members are costs.

So companies allocate fewer resources here and include generic phrase in their hold music like: “Your call is important to us” to make us think they care more than they actually do.

But no one thinks you care when you make us wait 15 minutes to speak to someone. If calls really were important, you’d answer them sooner.

Either show people you care by putting more staff on, or don’t say it at all.