In theory, our department isn't supposed to have any hold time.
In practice, hold time varies from 5 seconds to 20 minutes.
When the calls stack up faster than we can answer them, we call it "The Queue". Or, "The Q Monster".
The Q Monster doesn't like being mentioned. Any time someone says "how nice that it's a little quieter today", the next thing you know there will be back-to-back calls and customers will be waiting for five or even ten minutes.
When that happens, the customers are very angry. And take it out on us.
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