Why Do Companies Use Automated Phone Systems?

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Why Do Companies Use Automated Phone Systems? – This is a place for the community to provide tips and advice on Why Do Companies Use Automated Phone Systems?. This topic was created by Alicia Isaacs and the tips are provided by the community. The tips you add here can be your own or referred from another site. The best tips are then ranked at the top when up-voted by members of the community.

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Why Do Companies Use Automated Phone Systems? More
Published: 9 years, 6 month(s) ago by reid funderburk | permalink
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If you’ve ever seen your company’s receptionist attempt to deal with a flood of incoming calls while trying to make sure each person gets the proper attention in a timely fashion, you may ...

For further reading: http://smallbusiness.chron.com/companies-use-automated-phone-systems-57635.html ^[1]

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Customer Service Done Right: When an Actual Human Being Answers the Phone | TIME.com More
Published: 9 years, 6 month(s) ago by Sparetime | permalink
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The ninth circle of customer service hell usually begins with a phone call looped through a maddeningly automated system known as IVR (Interactive Voice Response)—you know, the one in which you "Press 1 to continue in English" and "Listen closely to our list of options, as they may have changed.
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For further reading: http://business.time.com/2011/08/25/customer-service-done-right-when-an-actual-human-being-answers-the-phone/ ^[2]

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Tip 3
Why Does Customer Service Suck? More
Published: 9 years, 6 month(s) ago by Martin Vigneau | permalink
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Guest post written by David Yarnold David Yarnold is CEO of ServiceMax, a provider of field service management software. David Yarnold I was speaking recently to the general manager of a $9 billion service subsidiary of a Fortune 50 manufacturing company, and I asked him the question in the headline of this post. [...]
Tags: CIO Network,Tech,Enterprise,On Demand,American Express,Customer service,IPad,Jim Bush,ServiceMax

For further reading: http://www.forbes.com/sites/ciocentral/2012/06/04/why-does-customer-service-suck/ ^[3]

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Tip 4
On-hold hell: why automated phone systems are infuriating | Dean Burnett More
Published: 9 years, 6 month(s) ago by Robert Hildreth | permalink
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Dean Burnett: Using an automated phone system is a very frustrating experience. There are many reasons for this.
Tags: Science,Psychology,Telecoms

For further reading: http://www.theguardian.com/science/brain-flapping/2014/apr/25/on-hold-hell-why-automated-phone-systems-are-infuriating ^[4]

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Tip 5
How to outsmart automated phone systems More
Published: 9 years, 6 month(s) ago by winston cruz | permalink
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Press 1 if you've ever been trapped in phone-system hell when calling the customer-service line of a large company. Press 2 if you've ever...

For further reading: http://www.seattletimes.com/seattle-news/how-to-outsmart-automated-phone-systems/ ^[5]

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Tip 6
Research Reveals Consequences Of Poor Automated Phone Systems - Interactions More
Published: 9 years, 6 month(s) ago by Raquel Gutierrez | permalink
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According to a new survey, the dissatisfaction with automated phone systems that many companies use has prompted consumers to take their business elsewhere.

For further reading: http://www.interactions.net/news-items/research-reveals-consequences-of-companies-poor-automated-phone-systems/ ^[6]

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Tip 7
Why Do Companies Use Automated Phone Systems? | eHow More
Published: 9 years, 6 month(s) ago by Marc de Souza | permalink
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As telephone systems began being converted to digital systems, the cost of automated phone systems dropped and the number of features available via a digital phone system increased. These improvements resulted in most companies adopting automated phone systems.

For further reading: http://www.ehow.com/about_5316387_do-use-automated-phone-systems.html ^[7]

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Category: Fun | 9 years, 6 month(s) ago

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Contributors

Robert Hildreth, Martin Vigneau, Marc de Souza, winston cruz, reid funderburk, Sparetime, Raquel Gutierrez

References & Citations

1. http://smallbusiness.chron.com/companies-use-automated-phone-systems-57635.html

2. http://business.time.com/2011/08/25/customer-service-done-right-when-an-actual-human-being-answers-the-phone/

3. http://www.forbes.com/sites/ciocentral/2012/06/04/why-does-customer-service-suck/

4. http://www.theguardian.com/science/brain-flapping/2014/apr/25/on-hold-hell-why-automated-phone-systems-are-infuriating

5. http://www.seattletimes.com/seattle-news/how-to-outsmart-automated-phone-systems/

6. http://www.interactions.net/news-items/research-reveals-consequences-of-companies-poor-automated-phone-systems/

7. http://www.ehow.com/about_5316387_do-use-automated-phone-systems.html