Re: Serious follow-up to the automated telephone system thing

[voxwoman <voxwoman -at- gmail -dot- com>]

On Mon, Mar 9, 2009 at 3:09 PM, John Posada <jposada99 -at- gmail -dot- com> wrote:

>
>
> It's a well known marketing principle that it is cheaper to keep a
> customer than to find new ones.


It may be a well-known marketing fact, but it seems to be ignored by more
and more companies, along with "pillar number 3" of the 3-pillar key to a
successful business: happy employees.



> I agree that the goal is to, if
> possible, have a user's reason for calling handled by the system.
> However, to make them just go away?


I would agree with this point as well, if the information you painstakingly
entered at the beginning of the call was actually transferred to the human's
workstation and you didn't have to repeat yourself at least once to the call
center worker, as what seems to be the usual procedure for some of the
utility companies that I have to deal with.

-Wendy
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