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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:Peter Neilson <neilson -at- windstream -dot- net> To:techwr-l -at- lists -dot- techwr-l -dot- com Date:Mon, 09 Mar 2009 16:36:05 -0400
You have a point. Before IVR I sat on hold trying to unscrew a problem
with Blue Cross for an entire morning, from 08:30 to 12:00 or later,
looking very much to my nearby boss as if I was NOT doing any work (I
wasn't) as I was transferred from one ineptitude to another. My job was
to debug equipment in the lab, not sit and talk on the phone!
Turns out Blue Cross (or maybe the hospital) had confused me with
another patient. Now all the records are fully computerized, so mix-ups
like that can happen much more quickly, and be resolved by simply
pushing a few buttons on your phone or talking to an IVR.
And seriously seriously, last time I was in the hospital, I could tell
that a good amonut of careful work went into making sure that they had
the right patient and the right procedure. That's part of why they ask
you the same question several times.
Downing, David wrote:
> I don't think the designers of these system intentionally send callers
> going around in circles, but it can still come out that way.
>
> And yes, I have experienced some 100% human systems that bounce me
> around from here to there to over there and back here -- and that's
> actually worse, because you have to explain your problem over and over
> to everyone along the way.
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