So, who does the job well and why do so many companies still put their customers through hell by putting them in an automated phone merry-go-round or flaunting a rude and indifferent attitude?
"The purpose of these automated systems is very specific: to save money by handling phone calls without going to a person," says Peter Leppik, the CEO of Vocal Laboratories, which is hired by corporate call centers to survey their customers. "The company has made the assumption that they can push you to use the automated system if you push hard enough. Satisfaction goes through the floor and frustration goes through the roof."
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Off the top of my head;
Very good
T-mobile / voicestream
Brighthouse Networks
Terrible;
cingular and ATT, (individually and now combined)
buy.com
tigerdirect (has improved)
D-link
"The purpose of these automated systems is very specific: to save money by handling phone calls without going to a person," says Peter Leppik, the CEO of Vocal Laboratories, which is hired by corporate call centers to survey their customers. "The company has made the assumption that they can push you to use the automated system if you push hard enough. Satisfaction goes through the floor and frustration goes through the roof."
Premium Link Upgrade
Off the top of my head;
Very good
T-mobile / voicestream
Brighthouse Networks
Terrible;
cingular and ATT, (individually and now combined)
buy.com
tigerdirect (has improved)
D-link
