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Get Out of Voice Menu Pergatory
renx99 writes "I don't know about you, but I hate calling tech support, and the worst if the wait. Paul English felt the same way and has put together a list of shortcuts on how to get to a human quickly. If enough people bypass these phone systems, maybe the big companies will finally get a clue and start providing real customer service again..."
If enough people bypass these phone systems, maybe the big companies will finally get a clue and start providing real customer service again
Or, big companies will simply introduce more sophisticated system. I think people get carried away and forget who is still behind and in control of the system.
And I do believe companies do want to provide real customer service, this whole phone system thing is merely herding clueless customers to designated areas, it's not going (and unable) to answer questions anyway, you will eventually talk to a human being.
Moreover, some companies already have their own IVR guide, for example a bank here, this is something to be encouraged.
Rock that crushes, Paper & Scissors that don't matter.
Then again, maybe I'm the exception
First, PHBs will always consider tech support an expense. so they will easily cheap out and exploit the most out of the least IT monkeys. Been there :)
Voice menu cuts expenses. In addition, tech monkeys will probably not have to guide step by step the granny that doesn't know how to configure her outlook.
Now there are customers that will happily hang you on line for hours just so their problem be solved quickly; don't even think of telling the customer that the problem is somewhere else.
As long as terms and limits of service are established and understood by both parties, you'll get poor service and support jobs will always be underpaid.
I see 57005 people
Now if only they had a way to get to a human that wasn't in a call centre in India...
Oddly enough swearing at the voice recognition software also helps. Telling the system at FedEx to "Give me a Damn person," will drop you a customer representative. And it feels good.
As someone who works in a callcenter (In Canada, not india), I can tell you it's NOT usually in their best interests to keep you on hold, Most places are rated on their volume of call's, Not the time of them, in fact it's considered bad to have a long call time. though yes, I have heard a lot of complaints about indian call centers, ("Oh thank god you speak american!"), Also there are a lot of people just reading scripts, and a lot of people who actually know what they are doing, it's hit or miss.
I agree that IVR systems are very frustrating, but I work for a company that makes it's living driving out the costs of clueless humans answering telephone calls from clueless customers. More interestingly, perhaps, I work in third-level support for my company...
The cost of having one clueless human talk to another is enormous. The cost of having a well educated and knowledgeable employee who can directly deal with said clueless caller's problems is even higher.
In fact, let's face it, if you are a highly knowledgeable employee, doing support work is not the most desireable job in the world. Who wants to deal with whiny clueless end-user's problems all day? You would have to pay a premium salary to keep these people from moving to more interesting jobs.
Are you willing to pay (a lot) more for convenient customer support? Conversely, are you willing to talk to someone from India (or whereever), who could be more knowledgeable and more able to deal with your problems, at a lower cost, albeit with a sometimes difficult accent and/or attitude?
Another option is charging people who insist on having their problem solved immediately, and allowing others, who are willing to state their problem and wait for someone to get back to them, a less expensive service.
As a previous poster mentioned, IVR systems at least allow calls to be organized and routed to knowledgeable individuals to facilitate cost efficiency. Computers can answer and route calls far more cheaply (if the system is designed well) than people can. That's why the phone company charges you for operator assisted calls.
Product and Customer Support is expensive, especially for complex hardware and software systems. Perhaps every piece of software and hardware could come with two different prices: A higher one that entitles the user to convenient, high quality customer service, for a limited period, and another that provides a cheaper product but with a lower quality of customer service. This might serve to set the customer's expectations better than the current one-price-fits-all approach.
I had that happen the other day. I was calling Verizon about my malfunctioning cell phone but I was using my phone to call Verizon because it's free that way (and I couldn't find the 1-800 number). The tech guy asked for my number and he called me back after I got off my cell phone. We got disconnected, unfortunately, and that was the end of that entire tech support escapade.
There are times where controlling when you talk to a machine or a person is much more convenient. The worst thing is waiting on the fridge repair guy to come fix your leaky fridge, why would you want to sit next to a phone waiting for the tech people to call back? It doesn't eliminate holds and most people aren't going to want to give the support people their cell phone numbers because holding over the phone means minutes wasted.
It's a good idea, in theory...but a lot of tech support people would rather not take disgruntled phone calls in general and if they can delay that by not calling you back as soon as they should, why not?
"Curse your sudden, but inevitable betrayal!"