A well-designed Interactive Voice Response (IVR) system will save callers’ time because any organization with a minimal amount of complexity can’t just staff jack-of-all-trade agents in a single phone queue.
Then maybe corporations should have actually developed the very first well-designed IVR. Because they’re all shit on purpose at the moment.
You can’t force a company to do a good job with their voice response or web page. However if it takes longer to respond to callers so they no longer comply, then the corp has incentive to spend money on a better automation tool or more people. Their choice
solution here is to increase personelle. If people want to talk to people they should be allowed to. Look at automated check out lines in stores. The stores tried to push them and elminate the manned ones and it fell apart. But you know what they did not get rid of them and folks when not forced to will if it makes sense for their needs and they get a good amount of use. Folks will use the automated systems if their experience with those systems are good. Give an estimated wait time for an agent and estimated time to resolution with automated and folks will try the automated. but if the automated systems stymies them they will call back for agents or press a key for them and will not use it for awhile in future. Maybe never. Its up to the automated system to actually be better from a human point of view.
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Then maybe corporations should have actually developed the very first well-designed IVR. Because they’re all shit on purpose at the moment.
yes. designed to get you to hang up and decide you issue is not worth it and you will eat the three bucks or whatever.
You can’t force a company to do a good job with their voice response or web page. However if it takes longer to respond to callers so they no longer comply, then the corp has incentive to spend money on a better automation tool or more people. Their choice
solution here is to increase personelle. If people want to talk to people they should be allowed to. Look at automated check out lines in stores. The stores tried to push them and elminate the manned ones and it fell apart. But you know what they did not get rid of them and folks when not forced to will if it makes sense for their needs and they get a good amount of use. Folks will use the automated systems if their experience with those systems are good. Give an estimated wait time for an agent and estimated time to resolution with automated and folks will try the automated. but if the automated systems stymies them they will call back for agents or press a key for them and will not use it for awhile in future. Maybe never. Its up to the automated system to actually be better from a human point of view.