Sunday, March 27, 2005
Call Center Crap
I’ve accepted that automated phone systems are a fact of life. They’re not going away. Honestly, I don’t mind them in some cases because I can actually get the information I need faster than waiting to talk to someone. Bank of America’s system is extremely well done and has one of the best voice-recognition technologies I’ve ever used.
But then there are the systems that only serve to make you think you’re being routed to different departments that can best handle your call. I know, for a fact, that such routing is complete and utter B.S. How do I know this? Because one morning, I called a company for a billing matter and talked to a guy named Shane. A few hours later, I called for a technical issue—a completely different matter, entirely unrelated to my morning call. Guess who I was connected to!
Well all right, maybe there is some sort of tabulation and prioritization going on that would explain this. But there’s another quirk of automated systems. As we all know, the account numbers we are given to identify us are getting longer and longer. So, when I provide my account number to an automated phone system (nearly all of which absolutely require that it is entered before you have any hope of talking to a person), why aren’t these numbers being passed on to the person I ultimately talk to?
Look, it’s time to join the 21st century. When I have to punch blah-hundred and blankety-teen digits on my phone, there is no reason I should have to recite those digits all over again to a brainless call center rep. who doesn’t have a computer screen.
» Posted by ALBj at 12:10 PM (ET)
Sorry, due to comment spam abuse, new comments on this entry are closed until I find time to upgrade Movable Type and enable registration and moderation.