Aotearoa / New Zealand

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.