What Your IVR Says About Your Competency

Imagine taking your car into a body shop to have a minor dent repaired. You wait for a significant amount of time for your spot at the front of the queue, and when the first available counter agent sees you, she holds up her hand to stop you from approaching the counter.
She seems scattered, busy, distracted; shuffling papers around, trying to flag down coworkers to ask them questions.
At one point, frazzled, she even meets your gaze again and says: “We’ll be with you in just a moment!”, but this doesn’t seem to instill confidence or reassure you that she’s ever going to give you her undivided attention. She’s all over the place! How is she going to handle your issue?
And so it can seem with your phone system.

Continue Reading...