Hannah told me this morning about a phone call she’d made to Parcelforce to get her parcel sent to the depot to collect. The thing that bugged me is that she told an automated machine to do it. I really dislike those automated systems where they say “Please say your name now…”, “Please say your telephone number now…” or “Please say yes or no if you are gay…” and so on.
In my opinion, these automated systems, for example for Portsmouth City Council, and now Parcelforce as well, really show the respective companies’ total lack of care for their customers. It’s one thing having an appaulingly bad call centre in India where they just read from a script, it’s another to have a machine do the job. There’s just nothing quite like calling a real person and speaking to them. More often than not, they’re friendly and I sometimes digress and talk about the weather or something lame, but it’s just really nice, and shows that someone cares about your problem/issue/enquiry.
Portsmouth City Council clearly don’t give a damn, and neither do Parcelforce.
Follow up to this post is here.
Ten outta ten guys, you have achieved:
Credits: Caption by: www.asgrim.com | Picture by: blogger.com/profile/8750466
July 18th, 2008 at 11:05 am
I recently had to contact TV Licensing - they have this stupid automated system as well, which caused me no-end of annoyance.
July 18th, 2008 at 11:30 am
[...] just found a good article regarding what I spoke about here. It’s called The Seven Deadly Sins of IVR (Interactive Voice Response), and it is just so [...]