Automated Customer Service: Advantages Outweigh Disadvantages
The marketplace in the world today is more competitive than ever before. Businesses are trying to increase profits and lower operating costs. Stockholders are insisting that companies make money, thus increasing their stock portfolios. Consumers are busier than at any point in the history of man. They work longer hours and try to squeeze more extracurricular activities into their evenings. Into this arena has come the automated customer service system.
Automated customer service has brought many advantages to today’s businessmen and consumer alike. It has decreased consumer waiting times, enabled businesses to lower operating costs, and eliminated the middleman. While it is
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What automated customer service has enabled the consumer to do is to cut out the middleman. How many times has it taken a consumer to check a balance on a credit card longer than ten or fifteen minutes due to being kept on hold? I cannot count the number of times that I have had to get off the phone and try my call later due to the fact that I had run out of time. This is no longer a problem with the automated attendant. The consumer calls; the automated attendant answers and asks the consumer for some verifying information, which is keyed in, and the consumer is on his or her way. As a bonus, there is no longer the need to have to deal with that operator who is having a bad day because of a fight with his or her significant other. There is no longer a need to deal with a worker that is incompetent; everyone knows the one I’m talking about. The consumer finally gets through to the operator and gives him or her the information. The worker keys in the information and the consumer is told they no longer exist. Well since the consumer is on the phone it is obvious he or she exists. So the process is repeated and on the third try the worker finally finds the consumer in the computer system. Then there’s the operator that the consumer needs a translator to understand. I’ve been stationed in a number of foreign countries overseas, so I’ve had my share of exposure to foreign languages and to people trying to speak my language with a terrible accent. But I always seem to