Very poor call centre experience

I've recently had to have a lot of dealings with the Bank and whenever you call the call centre you hold on for HOURS. This is such poor service and the staff that eventually answer your call take forever to actually do what you ask them to do and when they are doing it they put you on hold again. I work in a call centre - you obviously have too few people working in your call centre. I am a private banking client and I'd rather wait for an hour to speak to someone in your call centre than deal with the private banker that you have given to me. Please just fix your customer service. If you know anything - in the next 5 years the biggest differentiator in the market will be your customer service - not price or product - but customer experience. You guys have a lot to fix in this department. The people that man your call centre are very friendly and they try to be helpful but you are hampering them becuase by the time that they actually speak to the client the client is already in a bad mood becuase they've waited on the phone for more than 30 minutes to speak to you.