Getting stuck in an automated call system is one of the most annoying parts of customer service nowadays – but one industry insider has shared their top tips for getting through.
Whether you’re grappling with a billing dispute, tracking a delivery, or verifying a potential scam, ringing a call centre to actually reach a real person can seem virtually impossible. Getting trapped in an automated phone system ranks among the most infuriating aspects of modern customer service.
Endless menus, mechanical voices, and repetitive hold music can quickly send you round the bend and spoil your day. However, whilst most callers find themselves stuck navigating option after option, a select few know precisely how to circumvent the system and speak to someone straight away.
As it happens, there’s a strategy behind the chaos – and one industry expert is revealing how to jump the queue.
Call centre insider tips to beat the queue:
1. Stay silent
Many people’s initial reaction is to press a number or respond to the menu choices straight away.
Surprisingly, doing absolutely nothing can actually be the quickest path to a human being.
Ged Ryan, Managing Director at Consumer Links, said: “One of the most effective things you can do is simply stay silent. In many systems, if you don’t respond, the call is automatically routed to a live agent after a few seconds.”
2. Use voice commands
Automated menus are frequently voice-activated and can be manipulated with a handful of straightforward phrases.
Repeatedly saying things like “customer service” or “speak to a representative” can sometimes bypass the system and redirect your call.
If that doesn’t work, try a more unconventional approach. “Saying things that don’t fit the programmed responses – like ‘banana’ or just mumbling – can trick the system into putting you through to a person,” explained the expert.
“It sounds bizarre, but it’s surprisingly effective.”
3. Press hidden shortcut keys
Even if they’re not widely advertised, keypad shortcuts are still functional in many systems. The classic go-to is pressing “0”, but combinations like “#” or “0#0#” may also work, depending on the provider.
While not always guaranteed, these codes can instantly redirect your call to a real person when successful – saving you a great deal of stress.
4. Suggest you’re considering leaving
This is where strategy meets urgency. Certain phrases can trigger priority support, particularly with companies that rely on long-term contracts like mobile, broadband, or energy providers.
“Retention teams are trained to respond quickly and prioritise customers who mention switching,” said the managing director. “These are the people who can offer better deals, escalate issues, and – crucially – answer faster.”
Just ensure to use this tip only if there’s a genuine concern – bluffing isn’t necessary to access these teams.
5. Ring at off-peak times
Lastly, timing plays a significant role in how long you’ll wait. Mondays, weekends, and lunch breaks are the worst times to ring, due to high traffic and limited availability.
For optimal results, it’s recommended to ring up mid-morning or mid-afternoon on a Tuesday or Wednesday, when the queues are usually less lengthy and more staff are on hand to assist.