‘Banana’, ‘switching’ and silence could be the most powerful tools you have to defeat the bots and automation in call queues according to one expert
Most people have been stuck in call queues, dealing with automated menus, bots, or the all-too-familiar voice telling us our call is valued or to try again later. However, an expert has revealed some lesser-known tricks to bypass these systems and get through to a real customer service agent much quicker.
Ged Ryan, managing director at Consumer Links, a call centre company, has shared that many automated systems have hidden shortcuts if you know the right words or phrases to use. His first tip is to resist the urge to press any buttons when prompted by the system.
He 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.”
When faced with a customer service bot asking you to answering questions verbally, repeating key phrases like “customer service” or “speak to a representative” could help you jump the queue, regardless of the bot’s questions.
According to Ged, this tactic can sometimes “override” the menu system. If that doesn’t work, he suggests using completely random words.
He further explained: “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. It sounds bizarre, but it’s surprisingly effective.”
When confronted with a menu asking you to select a number, you can try pressing 0, # or a mixture like 0#0#. That’s assuming these aren’t already listed as proper options, of course.
Many systems are designed to interpret this as a plea for human help, though the expert cautioned it “won’t work every time”. When ringing your mobile network, broadband suppliers, utility firms or other service companies, dropping the word “switching” early in your conversation can bump you up the priority list.
Ged explained: “Retention teams are trained to respond quickly and prioritise customers who mention switching. These are the people who can offer better deals, escalate issues, and – crucially – answer faster.”
To boost your odds of reaching an actual person swiftly, Ged suggested timing your calls strategically. He pointed out that Mondays, weekends and lunch periods are typically the busiest times when phone queues stretch longest.
It’s better to ring during mid-morning or mid-afternoon on a Tuesday or Wednesday instead. Not only are fewer people typically calling during these slots, but call centres are generally better staffed at these times as well.
Don’t dismiss alternative contact methods either. Ged noted: “Live chat provides a written record and can resolve issues more efficiently. Plus, it prevents having to repeat yourself to different agents.”