Exactly. Communications companies generate significant savings by driving people to self-help on their website or through chat reps (where they can handle 10 cu

Exactly. Communications companies generate significant savings by driving people to self-help on their website or through chat reps (where they can handle 10 customers at a time). Also, longer wait times helps increase the barrier to frivolous calls and complaints. That said, my point was that there are likely some additional ways that they can target customers to improve customer service in a way that optimizes both their own workflow as well as that of the customer. The important part is to get both parties on the same incentive structure.