Are you frustrated with Automated Phone Menu Systems?
The frustration results in
many not pressing any options at all, pressing random buttons, #, 0
etc in the effort to get through quicker - but does this approach
actually save time? If you get through to someone, do you just end
up just waiting for them to find out what you want and being out on
hold before they transfer you to the right person? This could be
the person who you might have got through quick via the menu
system? We can understand the reason for doing this and it probably
makes the caller feel better that they have 'beaten the system' but
the caller may still lose out and the company may lose also, Do we
care?
Well, if we believe that these 'Please Press 1' systems are put in place to filter the calls and direct them to the right person as quickly as possible, then we assume the company is trying to set it up so it is best for them and best for the customer. The problem lies in the design and structure of these menu systems and how difficult it can be to get through all the options to the right service. Navigating these systems can take 2-3 minutes sometimes and that is before they even get into a queue ! Companies need to make it easier for their customers to get through else they will try to beat the system. What are your views ? Please contact us or take our survey