We've all been there. You're trying to get through to a customer service team but you're stuck on hold in a phone queue, listening to the same song on repeat while a recorded voice apologises and tells you they're currently experiencing a high number of calls.
But one call centre expert has now revealed the worst times to phone customer service - and it could save you from sitting in a queue for hours on end.
Ged Ryan, Managing Director at Consumer Link, has spent over a decade running customer service teams. He revealed how Mondays are "the worst" time to call as you've got two days' worth of weekend queries backed up.
Mr Ryan says if your issue is not urgent, waiting until Tuesday morning can cut your wait time. And the best time to call? He recommends trying mid-morning between 10am and 11am, or mid-afternoon between 3pm and 4pm, as fewer people will be on the line.
Mr Ryan said: “You’ll get through quicker, speak to a less stressed agent, and have more time to get things sorted. Iff you pick your moment wisely, you’ll save time, reduce stress, and often get a much better result.”
Make sure you avoid calling between 12pm and 2pm, if you can, as this is when call volumes tend to spike. Mr Ryan said: “A lot of people use their lunch break to phone customer service, which means queues grow quickly.”
It is also advisable to avoid calling right after the launch of a new product, or a big software update. Mr Ryan said: “As soon as something new is released, the phones light up with customers asking questions, making orders, or reporting problems.”
It comes after a new survey from reviews site Trustpilot found almost half of consumers say they have suffered poor customer service over the last year, with many wanting more “human” support from brands.
One in six consumers (15%) believe customer service standards have declined in the past year. The study also found that consumers are turning away from AI and automation, and instead value timely responses to queries (54%), being able to speak to a human rather than a chatbot (51%) and getting products or services on time (45%).
More than six in 10 (61%) say that being able to speak to a human rather than a chatbot is something they would like to see more of this year, while a quarter (26%) would like to receive a more personalised service.
Consumers said they wanted quicker responses to their queries (35%), consistent delivery updates (30%), and to receive “empathy and understanding” from customer service agents (26%).
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