I’ve called them about 20 times this year for Avios, cash and BA holiday bookings. With the exception of the person who screwed up my 241 cancellation, they’ve been uniformly excellent. I must say that I’m always pleasantly surprised by how polite and affable the call centre crew are, even when they’ve been delightful in the past.

Sadly haven’t always got through in ten mins though - I need the OP’s luck or strategy!