When we make a phone call, we want to be able to directly contact that person. We have questions, and we want answers. We may just want to talk with a friend. Either way, you’re on the phone to hear a person talk to you, not an automated response.
At first, we are a little irritated. The automated voice gives you the options, and then you press a number. You expect to no longer hear the automated voice. Then the automated voice says a classic, “Please hold.”
That same music plays. It continues to play on. Then the song is over. Then the song starts over. Then another song plays. It’s just a drag. Finally the automated voice comes back telling you that you are on a 30 minute waiting list. The same song plays yet again.
We want to ask a question and get an answer, not hear a song that we could probably listen to on the radio. What’s customer service for? Automated voices don’t make the cut. When there are a lot of callers, there is most likely going to be a lot of money coming in too.
Why not hire more people to take more calls? That music gets old…really fast.