Perhaps I can shed some light on the problem. The issue you have is the result of CO not having a high tech telephone network, or, using a non-high tech 800-network solution. I am not sure of the setup CO uses, but what they need to avoid this problem is called NAALA (Next Available Agent Look Ahead.)

If you call MBNA credit card customer service, the 800-service provider looks at all the phones of the MBNA service reps around the world, and sends you to an agent that is open. If the agent is not open, you are placed in a queue with EVERYONE else, and the call is then sent to the Next Available Agent when they become available, again, looking at all agents around the globe as if they are in one office. This service has been out there for about 10 years, and recently become very inexpensive to use, although it does take a good brain to install and make it work.

CO may be using next available center, or next available region, or who knows what legacy system back to the mechanical days. So, in essence, when you go in the queue, it may not be for the next available agent, but the center that has the least amount of calls on hold. The result of the archaic system they are using is that your second call often is routed to an agent quicker then the first one and CO has to pay for two 800 calls for the same person. CO should fire the head of communications over this, as without NAALA, it is very difficult to properly handle manpower issues in the call centers.

Glad to be of help