Phone Menus

[Peter Hook]

Why do not banks, building societies, utility companies etc realise that by providing phone menu choices [anything up to 19!!!!] they are merely killing off their customers through strokes and heart attacks caused by high blood pressure resulting from the inability to talk to a human? Also, is this the longest sentence you have received today?

[COKOL]

Hi Pete, This is an interesting question. I think it's a good basis for an article on recorded phone menus, and how irritating and un-consumer-friendly they are. I also think we should have a discussion on it in the Answerbank discussion forum. But as the issue stands, my friend, I'm in no position to answer your question as to why companies use recorded phone menus. I guess it saves money and time and staff. And as far as the heart attack and stroke thing goes, don't you think you're over-reacting, slightly? I guess we'll have to put the trend down to modern society. We as humans are slowly merging with machines, and Pete, my dear, I think we're gonna have to get used to it. Sorry, I couldn't adequately answer your question. Maybe someone else can. One last thing thought, Pete, I think this topic would sit well in the IT discussion forum. Why not transfer your query over there, and let's get everyone talking. Bye Christina.

[albionboy]

Great point. I lived in America and tried to buy a car from a garage that had a totally automated switchboard. By the time I had been transfered from voice mail to voice mail, I was so cheesed off that I bought the car elsewhere. It was great to pull up outside the first garage later and tell them what business they lost by cutting out human switchboards. Cheers

[hotdog]

Can't give you an official company position for this incredibly irritating trend, but the deductions are pretty straight forward. 1. By using the automated messages, they can reduce staffing and save cash. 2. Buy making the list so long, they can drive disgruntled customers away and face less trouble. 3. The big unanswered - do they get any money out of keeping us on the phone? These companies claim they are offering a public service - it is not; it is an irritant and a substitute for providing decent service.

[jeremyhousely]

Hi Peter,

This phone menus, voice recordings, auto-attendants, etc. are call management services. They provide ease and functionality to business communications. Some companies may have abuse call management's benefits like putting long menus on IVRs. Media URL: http://www.ringcentral.co.uk/
Description: RingCentral Telecommunication Provider