20 December 2009

Real Human versus Automated Voice Response System

I do not know if it is just me or one major international bank has decided to use automated voice response system over real "human" call center operators.

I was trying so hard to get hold of a real person few days ago when I called this major bank. Unfortunately, each time I press the number "0" which is universal for operators, my call would always go back to the automated voice service.

I hope they have realized that by going automated, they have just cut jobs of many operators working in call centers.

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