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My old retail call center would say “we are SLAMMED right now, so please minimize the time spent not taking calls.” Fine and dandy if the spike is for an hour or less, but when the whole 8 hour shift is packed with back to back calls? Nah-ah, Becky. I’m not pooping at record speed just to keep a customer waiting a couple seconds less to speak to someone.
It’s not the agents’ fault that you understaffed and planned poorly for this sale. Maybe don’t have multiple huge sales running when you don’t have the capacity to take all of those callers (and our website/self-ordering method is annoying and contusing af)?
Thankfully, most customers wouldn’t complain or even comment on the wait. They would do other things while on hold, like most normal, busy people. Very rarely do you get the people who act like you should know and operate around their personal schedules (I once had an IT call with a woman who had to be referred to a higher ranking technician who was on another call at the time, so I offered to put in a ticket to have him call her back and she went off on me for not being able to fix it and making her wait around for a call (when he was literally going to get back to her the second he was off the call 🙄)). But I did once get a man with an indiscernible accent scream at me the second I greeted him because he’d “been waiting 20 minutes on hold” (in a queue of 17 people waiting, and he called in 10 minutes to close).
He acted like this was the greatest insult and injustice anyone has ever faced in the history of time. He was the only one that night to be belligerent, thankfully, but oh my god.
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