Answering Is Not Your Calling

My company aims to answer all phone calls within two rings. We achieve this goal over 90% of the time. Yes, this is the truth, and we have lots of data to back it up. Actually reaching a person in a reasonable amount of time startles a lot of people.

Me: “[Company], this is [My Name].”

Caller: *Clearly surprised* “Oh, you answered!”

Me: “Of course! How can I help?”

Caller: “I just needed to, um… Wow, I wasn’t expecting you to answer so quickly. Can I put you on hold?”

Cue holding for five minutes or more. Then, the caller came back and the actual transaction took maybe ninety seconds. The unfortunate part is that I got dinged for this call during my next review because the total call time was too long. And no, it did not matter that I was put on hold.