They model average call time starting from the invention of the telephone. Hundred years of dead lines will skew your average!
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YES. Basically, "Your call is very important to us." = "Your call is not important to us."
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Well, actually, what they say is true, it's all based on the good old Poisson formula and "acceptable" quality of service on average.
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Higher-than--average means "during hours when people are not sleeping", of course.
End of conversation
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How I always imagine they handle calls: https://youtu.be/rksCTVFtjM4
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Always select the option terminating your contract with owner of said call centre. Will be answered in seconds.
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