Here's an idea, why not have some type of progress message, when your consumers are on hold?
I was on hold for 45 minutes with your on-line help, and over 30 minutes on the phone. is it possible to have some type of progress message, so that the consumer has an information on how close they are to getting to speak with a rep?
Thank you for sharing your feedback. We apologize for the long hold time you experienced. Your feedback is valuable to us, as we strive to continually improve our user experience.