> It's bad for everyone for people to be on hold. Then it wouldn't exist. But it does so that means you're wrong, follow the chain of logic backwards and you'l

> It's bad for everyone for people to be on hold. Then it wouldn't exist. But it does so that means you're wrong, follow the chain of logic backwards and you'll find out where. Is it bad for you? Yup, wastes your time, annoying, etc.. Is it bad for them? No, it wastes customer's time, which deters further calls that are wasteful. This increases website visits so users can do basic things like check their recent bill, update payment info, things that shouldn't waste an agents time. So with that being said, it's actually a good idea for companies to not make the phone support experience better for customers.