With a mass product we're all at the mercy of the bottom quantile or even vigintile. These are the people who need to hear about checking website, collecting basic information, etc.

Everyone who works with regular consumers, from doctors to shop assistants, knows this. And everyone who manages these first lines knows how much it costs. Hence the queue, the reminders, the redirection to self-service.

Also, this is how you can instantly establish your own competence and be treated seriously. Just go into the basic context and what you need straight from the hello, have documents at hand, even just loaded on your phone, etc.

There's usually also a second queue. Various "premium" offers (like higher inflows bank account) or just having someone's direct phone number.