Before Aptify, I worked in the CRM industry for a long time and I think I can explain why CareFirst doesn’t seem to care and put you onhold like that. The typical “wait times” with insurance companies is highest in the call center industry because they know they got you and you will wait. They also spend most time in “after-call” processing because of the regulations governing the customer interaction. The agents are not measured with their “talk time” performance in that vertical.

On the other end of the spectrum is consumer products companies like Dell. Their hold times are industry’s lowest and their agents are measured by talk times and some times number of calls they have taken.

When you do get through and if they didn’t ask “did I answer your all questions Mr. Customer?” at the end of the call, you know they are not evaluating agents for resolving customer problems the first time they call. They probably think they don’t have to.