Call centre queueing - making it worse than it should be

When resorting to the phone for customer interaction you are eager for personal connection and prompt support. You have elected to skip the digital channels for your own reasons and head for the conventional analogue channel no doubt deciding this is the path of least resistance to achieve your goals. You hope to avoid a multitude of options and steps between you and the right person, keeping your fingers crossed to connect direct with a well informed individual. Many companies recently seem to be delivering incredibly well in this area but I have found some of these gems of service couple this with a horrendous queueing system. Poor music is acceptable but not giving an up to date notification of your position in the queue is criminal. Finding you are 20th in the queue is never good but being left stranded for 30 minutes without any feedback means when you finally get through your mood leaves you in no position to talk rationally. Call centres need to keep customers as informed as possible, missing this out avoids an epic experience.