I was reading the thread about telemarketing (I think I have found my calling (no pun intended!)).
It got me thinking about my calls to various companies and the government.
I get so frustrated when I have to deal with them..."if you want .....please press 1: ....please press 2" etc.
Then when you press the proper key..there's another lot of the same..."press 1 for... "etc.
Sometimes you are there pressing keys until finally they say..."all our lines are busy, your call is important to us...please hold for a customer representative."
Likely as not, you have to hold for a long time.
I can see the advantage for the company but it drives me crazy. If the feature is available, I'll now press the pound key and wait for someone to answer. This works for some companies but not all.