Abandoning one's wired home telephone for one or two wireless phones seemed a good idea until I had to call Aquila for some natural-gas customer service. Called on the wireless and hung up shortly after the sweet-voiced female computer reported, "Your estimated wait is . . . 10 . . . minutes." And a good thing, too. Calling the number from a landline this morning, that same sweet female computer (does she ever take a break?) told me my estimated wait was nine minutes. Nineteen minutes later, I got a helpful human who wrapped things up by minute 25.
That's 8.3 percent of my 300 anytime minutes. Aquila has 24-hour customer service (probably consisting in the late hours of two people in a lonely call center, one of whom is at the door paying the pizza delivery guy), so I could use my free night and weekend minutes. But what to do for those places that open just 9 to 5? Will this mean employees conducting even more of their personal lives from work than they already do?
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