[comfypotato]

Hold times are optimized for customer retention and profits. This implies that you’re both correct. It’s just the perspective: if people give up on their query but stay a customer that’s fine. Most call centers don’t exactly have the degree of customer service of a hospitality institution like a luxury hotel.

I’ve always appreciated the perspective that they just figure out how much staff they need to stop the customers from getting too pissed off.