I’ve had reason to contact a few companies over the last couple of weeks, and in all three cases I have needed to speak to a person.
With most companies that has been a challenge in itself for many years, automated systems (something I’m a fan of, let’s be clear) reducing the need to employ people to anseer the phones, but it has become even more difficult due to coronavirus.
But it is not to moan that after more than two years, maybe the pandemic is no longer a valid excuse for poor service that I am here.
Instead, I am incredibly annoyed that on all three calls prior to speaking to a person I was forced to “identify” myself to the automated system – only to then have to do it again when I eventually achieved my goal and got through.
Using an automated system to identify me is better and more secure than making me tell the real person on the other end my personal information.
And is it so absurd to think that if prior to putting me through to someone I am asked to identify myself, it might be for at least someone’s benefit?
Perhaps I have just been unlucky, but I have most certainly been annoyed.
Not quite as annoyed as I was to do an online process which asked me questions and pointed me to a “dedicated” phone number to complete the job which asked me questions and then put me through to someone in the appropriate team who answered the phone “how can I help?”, but still, quite annoyed.
