On hold

So 70%...or so... of my day today has been spent and will be spent on the phone. That is better than the previous position I held where 100% of my job was on the phone.  But after spending 1 1/2 hours on the phone with a government agency I have learned to hate this phrase:

"All representatives are busy assisting other customers. Please remain on the line, your call is important to us."

First of all, I am not a customer...nor is the individual I am working with. Call us individuals or callers...but not customers. I am not purchasing anything from you.
Secondly, you don't really care about my call and it isn't important to you. Every person I talk to when I do get a live person is rude and short. They never have the answers nor can they point me in the right direction. Also, if I don't call, or the individuals I serve don't call, we won't get your money or services so you are saving money.
Third, half the time when I call I get a message that says "All circuits are busy, please try your call again later." This should not happen. You should at least be able to put on hold ever person who calls. Expect your call volume, adjust your technology and staff to the best of your ability to better serve the individuals you work with.

The recording of every representative is busy...well its different every time. Some times there is background noise and other times there isn't. Sometimes the background noise is distinct, other times it is not. Sometimes its male voices in the background, other times its female voices. So...what about training the person that spent hours of their time recording that message to answer the phone. Maybe then a few more people will get served.

I know there are way more thoughts where this came frome...but that is enough of a rant for one afternoon.