Why Do Companies Use Automated Phone Systems?

Submit Your Tip

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.

Tip 1 - Why Do Companies Use Automated Phone Systems?

Published: 9 years, 9 month(s) ago | Submitted by reid funderburk | permalink

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]

Tip 2 - Customer Service Done Right: When an Actual Human Being Answers the Phone | TIME.com

Published: 9 years, 9 month(s) ago | Submitted by Sparetime | permalink

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.
Tags: personal finance, saving & spending, smart spending, amazon, bluenile.com, cabela's, coldwatercreek.com, customer service, disneystore.com, etronics.com, freshdirect.com, grainger, greenmountaincoffee.com, ll bean, marketamerica.com, neiman marcus, net-a-porter.com, nordstrom, orientaltrading.com, phone, ralphlauren.com, ruelala.com, sierratradingpost.com, sportsmanguide.com, stellaservice, urban outfitters, yoox.com

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

Tip 3 - Why Does Customer Service Suck?

Published: 9 years, 9 month(s) ago | Submitted by Martin Vigneau | permalink

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]

Tip 4 - On-hold hell: why automated phone systems are infuriating | Dean Burnett

Published: 9 years, 9 month(s) ago | Submitted by Robert Hildreth | permalink

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]

Tip 5 - How to outsmart automated phone systems

Published: 9 years, 9 month(s) ago | Submitted by winston cruz | permalink

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]

Tip 6 - Research Reveals Consequences Of Poor Automated Phone Systems - Interactions

Published: 9 years, 9 month(s) ago | Submitted by Raquel Gutierrez | permalink

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]

Tip 7 - Why Do Companies Use Automated Phone Systems? | eHow

Published: 9 years, 9 month(s) ago | Submitted by Marc de Souza | permalink

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]