City of Los Angeles Municipal Service like all major companies have an automated phone system to route people to the right support person.
Idea: Determine early in the process if there is heavy call volume and save valuable customer time. Do not go through the whole series of phone questions/routing to simply terminate the call with a heavy call volume message. A customer’s time is precious — honor that theme with all support process planning.
In fact, how about estimating the amount of wait time and allowing customers to determine for themselves if they’d like to wait or not.