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Re: Serious follow-up to the automated telephone system thing
Subject:Re: Serious follow-up to the automated telephone system thing From:cewinch -at- aep -dot- com To:techwr-l -at- lists -dot- techwr-l -dot- com Date:Mon, 9 Mar 2009 13:21:56 -0400
John,
Generally it's to "save money"--i.e., if an automated system can answer
your question (or if you can do something through the system that you
don't "need" a person for), they don't have to pay as many people to
handle incoming service calls.
What they often fail to realize, of course, is that by employing
impersonal/frustrating systems, they degrade the quality of their service
and therefore customer loyalty and *therefore* a certain percentage of
future business...thereby shooting themselves in the financial foot.
Connie Winch
Senior Technical Communicator
American Electric Power
cewinch -at- aep -dot- com
John Posada <jposada99 -at- gmail -dot- com>
Sent by: techwr-l-bounces+cewinch=aep -dot- com -at- lists -dot- techwr-l -dot- com
03/09/2009 01:11 PM
To
"Downing, David" <david -dot- downing -at- fiserv -dot- com>
cc
techwr-l -at- lists -dot- techwr-l -dot- com
Subject
Re: Serious follow-up to the automated telephone system thing
THEIR justification doesn't have to be THE justification and it
doesn't have to make sesnse to us..
I'm only asking what is the reason that they do this in their eyes?
What are they trying to accomplish? Why are they doing this?
On Mon, Mar 9, 2009 at 11:53 AM, Downing, David
<david -dot- downing -at- fiserv -dot- com> wrote:
> The point of the article wasn't to justify the situation. It was to say
> that this is an inherent flaw in these automated phone support systems.
--
John Posada
Senior Technical Writer
NYMetro STC President
Looking for the next gig.
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HTML and publish to the Web, Help systems or printed manuals. http://www.doctohelp.com
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