When Is The Best Time to Contact a Call Centre?

These days, we are becoming more and more used to calling companies who route calls through call centres. These range in size and location – from small to medium sized companies with their own in-house teams, to large national or even global companies. Knowing when the best time to call can really vary – who […]

These days, we are becoming more and more used to calling companies who route calls through call centres. These range in size and location – from small to medium sized companies with their own in-house teams, to large national or even global companies. Knowing when the best time to call can really vary – who knows when you’re going to connect to the right person?

What’s more, why are some times better to call than others?

Many of us have experienced the frustration of calling at busy times – when we are asked to queue. Sometimes recorded messages, jingles or music are played to keep us engaged – or not!

At other times, we may hang up in exasperation! If compelled to call back later, we often try to think of a time which may be less busy. Whilst avoiding known specific busy periods is desirable, it is sometimes difficult.

Working people may be unable to make personal calls until they have a coffee or lunch break. Others may wait until they get home at the end of their own working day – but what if the call centres have shut by then?

Research to Keep in Mind

With this in mind, we want to help you with some information about busy periods for popular call centres – so you can plan for the best times to call!

Amelia Murray for This is Money / Money Mail produced a brilliant guide to some of the biggest companies in the UK and when you can expect to get through to them. Below, we’ve shared information the research provided so you can plan ahead when you want to pick up the phone. You can check out the original investigation here.

Whether you want to call to check a card payment with your issuer, to cancel your phone package, or ask someone for more information about benefits applications, here’s a stack of useful information you can put to great use:

Telephony Services

On the whole, you can expect home telephony providers to be fairly quiet just after rush hour on a weekday. Here’s some information This is Money found:

Virgin Media

If you want to contact the team at Virgin regarding your broadband or telephone services, then you should ideally get in touch between 8am and around 9:30am.

TalkTalk

Unfortunately, no information is available for TalkTalk customers – you might have to take your chances on a morning lull!

Sky

Sky advises customers that the best times to call are between the hours of 8am and around 9am, and again between 3 and 5, then 7 and 8.

BT

BT, much like TalkTalk, didn’t provide exact details – so follow the trend of an early morning call, if you can, to avoid the queues.

Energy Services

Energy providers offer some of the most essential services people up and down the country depend on. Therefore, it stands to reason that they are busy a lot of the time. However, it’s interesting to see that even they have quieter periods. Check your own provider below.

British Gas

The provider indicates the best time for less caller wait time is likely to be after 2pm in the afternoon.

Scottish Power

Unfortunately, Scottish Power hasn’t disclosed any information regarding call queuing and quieter periods.

NPower

If you need to get in touch with this provider, they suggest calling between noon and 4pm during the week (any day, generally).

SSE

SSE suggests the best times to call are up to 9am, and between 5pm and 6pm. Handily, it’s also worth noting that Tuesdays tend to be pretty quiet.

Banks and Building Societies

Most financial services are open throughout the day and night if you need them. However, there are always going to be duller periods when people are unlikely to be queuing. Take a look and see if your bank’s included in the following:

HSBC

Overall, research shows they are most busy with caller traffic towards the end of a calendar month – interestingly enough. If you call them outside of the working day, you’re more likely to get an answer.

Barclays

You’re most likely to get in touch here between the hours of 8:30am up to 12:30pm. Lunchtimes in general tend to be pretty busy, however, so once that period’s up, you’re likely to get spoken to.

NatWest

NatWest offers a brilliant callback service that allows you to get a rep to dial you back if you’re queuing too long. Otherwise, try after 5pm.

Santander

They say their busiest time is between 11:30am and 2pm. After 4pm, call queues really spike.

Nationwide

Call early – mornings or evenings – and you’ll likely connect to a rep. The same goes for Saturday mornings.

Metrobank

Lunch and between 4pm to 6pm tend to be busiest here – though they are normally pretty swift on the pickup.

Government Services

It’s not always easy to get in touch with government departments – so thankfully, there’s some information to help you get through to the right people at the right times.

HM Revenue and Customs

Call about taxes and other financial matters before 10am on a weekday – though tax season is likely to see lots of queuing.

Department for Work and Pensions

For the DWP, it’s not so easy to say when queues are least busy – meaning it’s another call centre you’ll likely need to take a chance on.

Mobile Networks

Finally, are you trying to speak to your mobile operator regarding your signal or your contract? Here are two insights into some of the bigger networks available.

Vodafone

Vodafone doesn’t give any indication as to when they are busiest – meaning again, it’s worth taking your chances when you can.

O2

O2, however, gave a little more detail. They are available most of the day, but you’ll need to connect during the late morning and early afternoon lulls.

Could you save your customers time and money queuing? Set up a fantastic commercial telephony package from Capital Telecom and you could be really cutting down those queues.

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