We chose 14 frequently used customer-service numbers, including the country’s biggest banks, credit-card issuers, and phone-service providers, as well as major airlines, a popular discount carrier, and Amtrak. Then we called each one to see how long it took to reach a real person, noting any special information we were asked for. After getting through once, we tried again, looking for a shortcut to a quicker connection. In many cases, we succeeded.

Phone companies

Verizon Wireless, 800-922-0204 (calling from a phone other than your cell phone)
Time to Connect: 1 minute, 58 seconds.
Required Information: Cell-phone number.
The Experience: Basic. After you enter the phone number, the first menu gives a customer-service option. After that, you need to make only one other choice, then wait in a queue while listening to company announcements.
The Shortcut: Type in your phone number, then hit 0, then choose one of the four options you’re given. Total time: 1 minute, 4 seconds.

Sprint PCS Wireless, 888-211-4727 (calling from a phone other than your cell phone)
Time to Connect: Too long. We gave up after 10 minutes, 41 seconds.
Required Information: Cell-phone number.
The Experience: Intolerably long. The system lets you use handy voice commands — for example, “What are my choices?” But once placed in the queue for an operator, you may wait up to 20 minutes. (And one can listen to announcements and smooth jazz for only so long.)
The Shortcut: Press 2 after the voice resumes in English after giving a Spanish option. Then enter your phone number and say “representative” or “agent” as soon as you hear the Sprint ping. This should get you in the operator queue within 50 seconds, but it won’t shorten the wait.

MCI, 800-444-3333
Time to Connect: 1 minute, 8 seconds (calling from the phone number of the account); 1 minute, 32 seconds (calling from a different number).
Required Information: The phone number you’re calling about, if you’re not calling from that number.
The Experience: Nearly flawless. If you’re calling from your own phone, the option to speak to someone is given in the first menu. The only black marks are the smooth-jazz wait music and one unnecessary instruction: “To end this call, simply hang up.”
The Shortcut: If you’re calling from the phone that has the MCI account, press 1, then 0.

Banking

Citibank banking customer service, 800-627-3999
Time to Connect: 2 minutes, 3 seconds.
Required Information: Account number, card number or Social Security number, and telephone access code.
The Experience: Efficient. If you haven’t already established a telephone access code, you can’t continue moving through the automated menus. But don’t worry; you’ll be transferred to an associate within 15 seconds.
The Shortcut: Get an access code (just ask when you get on the line with an associate). It will speed up your next call.

Bank of America customer service, 800-432-1000
Time to Connect: 1 minute, 59 seconds.
Required Information: To reach a person, none. To access automated account information, you will need an “access ID” number.
The Experience: Baffling. Choices are clear but doled out piecemeal: At one point, you are given four options, then asked to press a button to hear the next three. Not until all the other options have been given is the key to reaching a real person revealed (say “associate” or press 8).
The Shortcut: Hit 0 after you hear “welcome,” then select the appropriate option (2 for checking, for example). Total time: 30 seconds.

Chase banking customer service, 800-935-9935; 212-935-9935 (for New York metropolitan area)
Time to Connect: 5 minutes, 2 seconds.
Required Information: Account or card number and first five digits of your Social Security number or password.
The Experience: Labyrinthian. You are given several handy tools (*8 to hear the previous menu, *9 to start over) to help you navigate the web of menus. If you get to the help section, you’ll find shortcuts for specific services and, at last, the buttons that connect you to a person: *0.
The Shortcut: Press *0 at the outset, then speak your choice from the options that follow. Total time: 40 seconds.

Credit Cards

American Express, 800-528-4800
Time to Connect: 2 minutes, 32 seconds.
Required Information: Account number and password.
The Experience: Businesslike. You are given the option to connect to an agent at the outset, but you still must enter your account information before you get to speak to someone.
The Shortcut: 0 + account number + password + 0 is the preferred path (four steps).

Chase credit-card customer service, 800-432-3117
Time to Connect: 1 minute, 37 seconds (calling from a phone number associated with the account); 2 minutes, 7 seconds (calling from an unfamiliar phone).
Required Information: The last four digits of the account, if you’re calling from your own phone. Otherwise, you’ll need the entire 16-digit account number and your ZIP code.
The Experience: Simple. After you type in the digits, the system instantly states your account balance. The first menu includes the option to press 0 to speak to someone.
The Shortcut: If you don’t need to hear your account balance, after you type in your account number (and ZIP code, if necessary), you can hit any key to skip straight to the menu options, then press 0. Total time to connect: 23 seconds.

Citi Cards credit-card customer service, 800-950-5114
Time to Connect: 1 minute, 24 seconds.
Required Information: Account number and last four digits of your Social Security number.
The Experience: Straightforward. After typing in the requested numbers, you are given the option of speaking to a representative.
The Shortcut: None. If you ignore repeated requests for the account number and remain silent, you will eventually be connected, but this actually takes longer than entering all the requested information first.

Travel

American Airlines, 800-433-7300
Time to Connect: 4 minutes, 55 seconds.
Required Information: None.
The Experience: Frustrating. After getting through the initial menu selections, you’ll need to make a verbal request for an agent. You may need to repeat yourself several times to be understood. Once you are, you will be greeted with a sprightly “Hi!” and put in a queue.
The Shortcut: First, press any button other than 1, 2, 3, or 4. Then press 0 and wait to hear that magical “Hi!” Say the word “agent.” Wait. Total time: 1 minute, 25 seconds.

Delta Airlines, 800-221-1212
Time to Connect: 12 minutes, 27 seconds.
Required Information: None.
The Experience: Tedious. Getting into the operator queue can take just two minutes, but you may spend a long time on hold, listening to announcements and promotions.
The Shortcut: If you have a frequent-flyer number, press 1, then 0, then #, then enter your frequent-flyer number and your PIN. Total time: 3 minutes, 51 seconds. If you don’t have a frequent-flyer number, go online and sign up for one.

United Airlines, 800-864-8331
Time to Connect: 40 seconds.
Required Information: None.
The Experience: Pleasant. The choices are simple and obvious, and the wait for a representative is usually negligible.
The Shortcut: Wait a couple of seconds, then press 0. Total time: 6 seconds.

Jet Blue, 800-538-2583
Time to Connect: 3 minutes, 18 seconds.
Required Information: None.
The Experience: Easy but sleep-inducing. The automated menu couldn’t be simpler, but you may spend a few minutes waiting for a representative and listening to Enya and Jet Blue announcements.
The Shortcut: You could press 0 right away, rather than listen to the three choices you’ll be given, but this will save you 10 seconds at most.

Amtrak, 800-872-7245
Time to Connect: 2 minutes, 59 seconds.
Required Information: None.
The Experience: Chatty, clingy. The automated attendant, “Julie,” responds to voice commands only. If you request an agent, Julie reveals herself to be the agent in question. Keep repeating “agent,” though, and Julie will relent and transfer you to a human.
The Shortcut: Once you hear Julie, just hit 0. This method gets you in line for an operator within 18 seconds.