Whether you’re dealing with a billing issue, chasing a delivery, or checking for a potential scam, calling a call centre to try and reach an actual human can feel nearly impossible. Getting stuck in an automated call system is one of the most annoying parts of customer service nowadays. Endless menus, robotic voices, and hold music on a loop might start to drive you crazy and ruin your mood.
But while most callers are stuck navigating option after option, a few know exactly how to bypass the system and speak to someone directly. As it turns out, there’s a method to the madness – and one industry insider is lifting the lid on how to skip the queue.
Call centre expert tips to skip the queue
1. Stay completely silent
Many people’s first instinct is to press a number or respond to the menu options immediately. Surprisingly, doing nothing can actually be the fastest route to a human being.
Ged Ryan, Managing Director at Consumer Links, said: “One of the most effective things you can do is simply stay silent. In many systems, if you don’t respond, the call is automatically routed to a live agent after a few seconds.”
2. Use voice prompts (or confuse them)
Automated menus are often voice-sensitive and can be manipulated with a few simple phrases. Saying things like “customer service” or “speak to a representative” repeatedly can sometimes override the system and redirect your call.
If that fails, take a less conventional route.
“Saying things that don’t fit the programmed responses – like ‘banana’ or just mumbling – can trick the system into putting you through to a person,” explained the expert. “It sounds bizarre, but it’s surprisingly effective.”
3. Tap into secret shortcut keys
Keypad shortcuts still work in many systems, even if they’re not advertised. Pressing “0” is the classic go-to, but combinations like “#” or “0#0#” can also work, depending on the provider. While not guaranteed every time, these codes can instantly redirect your call to a real person when successful – and save you a lot of stress.
4. Mention you’re thinking of leaving
This is where strategy meets urgency. Certain phrases can trigger priority support, especially with companies that rely on long-term contracts like mobile, broadband, or energy providers.
“Retention teams are trained to respond quickly and prioritise customers who mention switching,” said the managing director. “These are the people who can offer better deals, escalate issues, and – crucially – answer faster.”
Just be sure to use this tip only if there’s a real concern – bluffing isn’t necessary to access these teams.
5. Call at off-peak times
Finally, timing plays a major role in how long you’ll wait. Mondays, weekends, and lunch breaks are the worst times to call, with high traffic and limited availability.
For the best results, pick up the phone mid-morning or mid-afternoon on a Tuesday or Wednesday, when queues are typically shorter and more staff are available to help.