My theory is it’s an attempt to get you to hang up. Ever notice how when a company is trying to sell you something, you can’t stop them from calling, texting, emailing you? Yet when you need service, loud, long , hold times.

Attrition and slippage is a key factor in customer service. The fewer people that actually get through, the fewer dollars spent.

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That makes a lot of sense for customer service calls! Would it also apply to doctors or schools, though? I asked today because I was calling my community college and they're probably the worst offender in my life, so in a fit of frustration I decided to ask while on hold 😅

Substandard insurance companies do this all the time. I’m sure they know that for every minute that people sit on hold, so many people will hang up. If you have minor damage to your car and their insured hit you, you might give up in frustration and forget about it.

I’ve also always wondered why the quality is still so bad.

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