Re: Frustration
@David 45 - "It's almost as it the whole thing is actually engineered to keep those pesky patients away"
And there you have it, the true purpose of these systems. Each part plays a role:
Long wait times: many callers give up
Incomprehensible and/or incomplete IVR options: more callers give up
Long hold times: more callers give up - remaining callers are highly frustrated
Frustrated callers explode in obscenities: Any enquiry reveals caller was abusive from the start of call, and therefore at fault
No supervisor available: no route for complaint, cheaper staff
They'll call you back: when hell freezes over
Has anyone mentioned the "you'll have to call Department X, they handle it", "Can you transfer me?", "No", "You're a bloody telecommunications company and you don't even have an internal phone system!!!". Give in, and you're reduced to starting at the beginning on Department X's system.
Hmm... add to my will, I'm to be stuffed (like Jeremy Bentham), any company or organisation that makes a mess of being informed of my demise gets a personal complaint visit to their most prominent office.
Biting the hand that feeds IT
