Yes, this can really work to your advantage. First in making sure they are ready to address your needs before you jump into the details. And spending time at the end of the call may give them the time to finish some of the tasks that need to be done. I'd like to think the agents are interested in doing a good job, but when you get management dreaming up metrics to support their existence the customer loses. Seeing call times increasing may not look good, just like hold times going up. But the number cruncher will conclude that is increased business and not operational inefficiencies.

I have a lot of sympathy for call agents. Having been on that side of the phone for many years, I understand some of the frustrations they face. I try to have the details needed before I call. I try to get them to repeat back what I'm asking to make sure they understand. And I try to give them time to work through their system to complete the process. Sometimes all this is difficult when I get an agent that is just trying to get me off the line to take the next call, in which case HUCA is your only choice.

Most important thing to remember is these agents are NOT the ones making the business decisions. If you must voice your frustrations to them, ask where you should direct your complaint. There's going to be someone that has the ability to instigate a process change, finding them is the trick.