Folks, the outsource operator is PCCW. It is no fault of theirs as CX Loyalty Pty Ltd had already detailed them a fixed 5 year budget that they have to work with ie XXXX number of FTE. Assuming that PCCW work with 200 agents 24/7, language split 80% Cantonese 20% English and the monthly call load is 500,000 - the greenies at the back of the bus will have to wait longer for an english speaking agent. In the order of customer loyalty , the call centre CTI will identify DM, GM and SM and GM and route the most valued client to the next available agent. So if you are an english speaking greenie and a DM rings in later, the DM call will be routed first and the Greenie will be pushed backed further in the queue. This is no different from PCL and JCL check-in. So the trick is to move up the ranks to at least G or D and the wait times will disappear.