A call centre worker has disclosed insider tips on the best times to phone in to avoid lengthy queues, potentially saving people both time and money. While waiting to speak to an operator is a common frustration, strategic timing can significantly reduce wait times.
Timing Your Calls for Efficiency
According to research from Martin Lewis' MoneySavingExpert (MSE) team, phoning at the wrong time can be costly. The team consulted call centre workers to gather their secrets, sharing the findings in a video on their website and Instagram. They emphasised that proper timing is crucial for efficient communication.
Optimal Times to Ring
Workers recommended calling during TV soap opera broadcasts, as this period typically sees the lowest call volumes. Additionally, avoid ringing just before lines close or at five minutes to the hour, as staff may be ending their shifts and could rush calls, potentially leading to suboptimal outcomes.
Lunchtime is notoriously busy, but it is not the only factor to consider. The day of the week, month, and even season play significant roles in call centre traffic.
Peak Periods to Avoid
Mondays and the beginnings and ends of months are generally the busiest times. Seasonal considerations are also important; for instance, avoid calling to sort sports channels on the day the Premier League starts. Social media users added their own insights, with one noting that Wednesdays often have lower call volumes and are good for deals, while another suggested school pickup times for those without children.
Additional Tips from Insiders
A former call centre worker revealed that calls related to collecting payments are often prioritised over customer service queries in queuing systems. They advised selecting payment options if available, then requesting a transfer to the appropriate department if needed. This strategy can help bypass longer waits.
By heeding this advice, callers can navigate call centres more effectively, reducing frustration and improving their chances of a swift resolution.
