I can't remember who it was, but instead of being put on hold the organization I was calling told me the estimated wait time and said they'd call me back when my turn came. It might have been USAA. Whoever it was, it was awesome.
I think more places are starting to do this, even my knee doctor has this and they aren't exactly a huge company. If you are on hold waiting for the next available agent, you can have the system call you back. When you are the next one in line, the system calls you back and then you slip right back into your spot in the queue. It is really awesome.
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