&gt; When I pick up the phone, to call a company, it is usually because they already did something wrong, and I need help with that immediately.<p>That might be true in even most cases (I doubt even this based on only my experiences), but certainly not all!<p>Think: IT support. Did they do something wrong? No. Your PC broke. No fault here.<p>Think: you have a question about your bill. Just a question, but it&#x27;s nagging you. No fault here.<p>Think: maybe you left your lights on and need AAA! You need immediate assistance, but you&#x27;ll have to wait in queue anyway. This is your fault, but it isn&#x27;t like listening to Aerosmith is going to make you feel better! Let them call you back.<p>&gt; I think the &quot;best bet&quot; would be getting someone on the phone asap.<p>Well, it is impossible to know who needs immediate assistance VS who doesn&#x27;t. Maybe two pronged: 1) to be called back ASAP 2) to be called back when we&#x27;re more available? First is the queue how it is. Second is a low-pri queue for people who are honest?