I've found this to be a an international mega corp thing and to be alot less prevalent in NZ. In NZ companies highly value their rep becaause we are small and generally poor, they want any slightly annoyed customers to be funneled into their customer service pipeline so they can clear up the issue and have a happy customer walk away. Its so much cheaper to fix a customers issue than have them shit talk your business for the rest of their life and NZ companies seem to understand this in my experience.

[–] Dave@lemmy.nz 2 points 1 week ago

We must have had different experiences 😅. In places I've worked with contact centres, they didn't want too quick of a wait time because people are more likely to call. Typically targeted 10 or 20 mins wait.

However, places are also likely to have long waits at the time you call because you are most likely to call at the times that other people are most likely to call too, so controlling those peak demands without making it shit for the staff can be hard.