My friend told me to always call the customer service line at 8 AM sharp.

I tried it for a warranty claim on a broken power tool, got a person in under a minute, and they shipped a replacement that arrived in two days. Is this just a fluke, or does the time of day actually make that big of a difference?

3 comments

3 Comments

mia5921d ago

You got lucky, didn't you? Customer service is a total crapshoot no matter when you call. I've called first thing and been on hold for an hour, and I've called at 4 PM on a Friday and gotten right through. It depends on how many people called out sick, if their systems are down, or just pure random chance. Your one good experience doesn't prove a rule.

hernandez.matthew19h ago

Saw a study from some call center software company that said Tuesday 10 AM to 11 AM is actually the worst time to call, not the best. It backs up what @mia592 is saying about it being a total gamble. That report said even with perfect staffing models, unexpected stuff like a system alert or a regional outage throws everything off. So your luck at 4 PM on a Friday probably just means you hit a quiet pocket while the person next to you in line got a busy signal.

janaw111d ago

Actually the data shows call volume peaks right after lunch on weekdays. I mean idk about your exact company but most places have pretty clear busy times. It's not totally random, there are patterns based on when people are free to call. Maybe it's just me but I've had way more luck calling mid morning than at 8 AM sharp when everyone else has the same idea.