Customer service unprofessional and unorganised

What's the nonsense are your call centre guys doing? Or it's an organizational strategy? I don't get it

Why do I have to hold for more than 10mins from caller 40, wait in the que while holding and airtime is going, only for some1 to pick up and tell me they are currently busy I should leave a message, why don't you do that in the beginning of the call instead of letting one hold for that long,, this is totally unacceptable.