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You are descending into populist frustration. Thank you for continuing to hold | John Naughton

Neverending calls to automated customer service lines aren’t just frustrating – new research suggests they may be quietly radicalising as wellQuestion: what are the eight most annoying words in the English language? Answer: “Your call is important to us please hold.” But when you have turned into a gibbering wreck after 10 minutes of your valuable time have ticked away – intermittently punctuated by assurances that, while your tormentor is “experiencing high call volumes at the moment”, nevertheless your call is still important to him/her/it – you can take comfort in the thought that you are not alone. In fact, you belong to the majority of sentient beings in an industrial society like ours.Thanks to a useful piece of market research, we now have an idea of the numbers of victims of this industrial practice – at least in the UK. A survey commissioned by the New Britain Project thinktank found that the average Briton spends between 28 and 41 minutes every week coping with inefficient...


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