5 Ways to Avoid Sitting on Hold Forever
Americans spend an average of 13 hours per year on hold. Here are five proven strategies to reclaim that time — from callback features to AI-powered alternatives.
We've all been there. You dial a customer service number, navigate a maze of automated menus, and then hear those dreaded words: "Your call is important to us. Please stay on the line." Forty-five minutes later, you're still waiting — and your lunch break is long gone.
According to a study by Velaro, the average American spends roughly 13 hours per year on hold. That's nearly two full workdays lost to elevator music and repeating prompts. But it doesn't have to be this way.
Here are five practical strategies to minimize — or eliminate — your time spent on hold.
1. Use Callback Features When Available
Many companies now offer a callback option instead of making you wait on hold. When you hear the prompt, take it. The system holds your place in the queue and calls you back when a representative is available. You get to go about your day instead of being tethered to your phone.
Major carriers like AT&T, Comcast, and most airlines offer this feature. Always listen for it before resigning yourself to the hold queue.
2. Call at Off-Peak Hours
Timing matters more than most people realize. Monday mornings and lunch hours (12-1 PM) are peak call times for virtually every customer service line. The best times to call are typically Tuesday through Thursday, either early in the morning (right when lines open) or late afternoon (3-4 PM).
If you're calling a national company, consider time zone differences. Calling at 8 AM Pacific means you're reaching a center that's already been open for hours on the East Coast — and the morning rush has passed.
3. Try Alternative Contact Channels First
Before picking up the phone, check if you can resolve your issue through the company's app, live chat, or social media. Many companies prioritize their Twitter/X and Facebook messages because they're public-facing — they don't want complaints sitting unanswered where everyone can see them.
Live chat often has shorter wait times than phone lines, and you can multitask while waiting for responses.
4. Use an AI Phone Assistant
This is where the game has truly changed. Services like ProxiCall let you describe what you need — "Call my insurance company and ask about my deductible" — and an AI makes the call for you. It navigates the hold time, talks to the representative, and sends you a clean summary of the outcome.
You literally never have to sit on hold again. The AI handles the waiting, the small talk, and the information gathering. You get a text summary while you're doing something actually productive.
5. Know the Secret Menu Shortcuts
Many phone systems respond to specific key combinations that bypass the menu entirely. Pressing "0" repeatedly will often get you to a human faster. Some systems respond to saying "representative" or "agent" at any point in the menu.
Websites like GetHuman.com maintain databases of shortcuts for thousands of companies. A quick search before you dial can save you ten minutes of "press 1 for billing, press 2 for..."
The Bigger Picture
Hold time isn't just an inconvenience — it's a real productivity drain. For freelancers and small business owners, those 13 hours per year represent billable time lost. For people with disabilities or chronic conditions who need to manage multiple providers, the phone burden is even heavier.
The good news is that you have more options than ever to avoid it. Whether you shift your calling habits, use callbacks, or hand the call off to an AI assistant entirely, there's no reason to let hold time steal your day in 2026.