'I've worked in a call centre for 10 years - never call at these times'

If you've ever found yourself stuck on hold, forced to listen to the same tinny tune while a robotic voice reassures you that your call is "important", you're not alone. But according to industry insiders, the frustration often comes down to when you call, not just what you're calling about.

Ged Ryan, Managing Director at Consumer Link, has spent more than a decade running customer service teams. He says poor timing is one of the biggest reasons callers waste hours every week.

"Monday mornings are the worst time to call almost any customer service line," Ryan said.

"Over the weekend, queries stack up. Then come Monday, you've got everyone rushing to get their problems sorted at the start of the week. It creates the perfect storm of long waits, stressed staff, and unhappy customers."

If your issue isn't urgent, Ryan advised holding off until Tuesday morning, when call volumes drop dramatically.

The midday rush is another key pitfall. "Between 12pm and 2pm, call volumes soar," Ryan added. "People squeeze in a call during their lunch break, which means queues build fast."

The sweet spots are mid-morning between 10am and 11am, or mid-afternoon between 3pm and 4pm.

Ryan also urges caution around billing dates. "When invoices go out or payments are due, the phones light up. If your bill's higher than expected, you're probably not the only one calling."

The end of the month is similarly hectic, with customers chasing up charges and sorting their finances.

New products or major updates can also wreak havoc on wait times. "As soon as something new is released, you'll get a flood of calls, questions, problems, orders, you name it. If your query isn't urgent, waiting a couple of days can save you a lot of hassle."

Consumer Link's data shows the calmest periods are usually:

• Tuesdays or Wednesdays

• Between 10am and 11am

• Between 3pm and 4pm

"You'll get through quicker, speak to a less stressed agent, and have a better shot at resolving your issue first time," Ryan said.

For customers, that could mean less time stuck listening to hold music, and more time getting on with their day.