Want to actually talk to a Human?

kompressornsc said:
...although they're probalby in India...



IVR Cheat Sheet
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You comments here are true for some companies. must say my place has people staffed 24-7 , 365 days a year. our callcenter is in the US also. the worst part is our customers that call in are very unhappy. I always wondered why, you can always talk to a live person. have to admit we do use the IVR for payments but for any technical assistance we are there for our customers. they also complain about going through the IVR but let me tell you , honestly in our business we need to direct the customers to the correct department. the IVR is also used to monitor billing or technical issues and what market and or product is being affected. to make a long story short the IVR is a useful business tool even though the customers do not care for the menus. this is just my take on it as I am deeply involved in the technical and business end of it for a large company. flame suit is now on :getdown
 
Here's my problem with IVR, which many of the suppliers in my industry use, so I deal with it 10+ times a day:



So many systems are set up that as you go through, there is no way to go back. You get 3 or 4 levels in and realize that what you need to do is not a listed option. So, you have to hang up, dial in again, and try a different route. After I've given it one shot, I want the option to talk to someone who can direct me to the right person.
 
kompressornsc said:
Here's my problem with IVR, which many of the suppliers in my industry use, so I deal with it 10+ times a day:



So many systems are set up that as you go through, there is no way to go back. You get 3 or 4 levels in and realize that what you need to do is not a listed option. So, you have to hang up, dial in again, and try a different route. After I've given it one shot, I want the option to talk to someone who can direct me to the right person.
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Sorry to see that. our IVR menu is set up that there is a default that gets you to a live person if you do not choose an option. if you get to the wrong department you are of course transferred to the corect place. guess some companies have not taken advantage of all the options that the IVR has available to it. maybe from a customer point of vew it does not make sense but my business place has become so much more efficent at getting the customers calls answered in a timely manner. isn't that what we all want ? :confused: this is just my 2 cents.
 
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