Automation cuts labour waste

[rpm]

http://www.mybroadband.co.za/nephp/?m=show&id=6285

 

[Tns]

This does speed up certain questions but it also can cause lots of frustration when you after something that the system doesn't offer

 

[Wyzak]

“People who contact call centres generally have a range of technologies available to them and modern call centres let them make use of this — they may choose to communicate via SMS, fax, e-mail or even the web,” she said.

"even the web"???? wake up woman, this is 2007. Any service that does not have a useful web interface is proof that this company should be avoided at all costs.

“A lot of the information generated from call centres requires no human intervention. For example, if you call a bank to find out what the balance on your credit card is, you should be able to complete this process without actually speaking to anybody.

Of course this functionality is completely useless if you have internet banking, and instead of it taking you a few seconds to reach an operator, you are now forced to wait a few minutes to wade through all the unbearable options to eventually try and reach a consultant.

If they want to lower the traffic to their consultants they should increase the functionality of their websites, not divert callers to annoying answering machines.