How to actually wait on hold less

Some problems can only be fixed by phone. Insurance changes, billing disputes, certain account fixes. Here's how to minimize the time you spend on hold for them.

Pick your time

Call volume is highly predictable. Tuesday, Wednesday, and Thursday between 8 and 10 AM local time are the lightest slots for most consumer support lines. Mondays and the first business day after a holiday are the worst — avoid them.

Skip the menu when you can

GetHuman.com and SaveOnHold both maintain a directory of the right key combinations to reach a human at thousands of companies. The shortcuts aren't always current, but they save time more often than not.

Speakerphone, calendar, second screen

If you're going to be on hold, set yourself up to actually use the time. Speakerphone or wireless earbuds so your hands are free. A doc open with the account number, dates, and what you want to achieve in one sentence. A calendar so you can do something else until they pick up.

Get the rep's name and a reference number

The single most useful habit on any support call. If something goes wrong later, you can reference the call and the person. Reps know this and it changes the quality of the conversation.

Ask for a callback

Many systems now offer 'hold your place in line, we'll call you back.' Always take it. The call quality is usually better and you get your morning back.