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Wednesday, December 07, 2005

Escape from Voice-Mail Jail

Ever spend time in "voice-mail jail" trying to figure out how to talk to a human?:

A blow for harried consumers, The Oregonian: ... "If you have a question about the way we calculate your bill, press 1. If you have a question about the length of the billing cycle, press 2. If you have a question about making a payment, press 3. ... " Still holding the phone? ... We daresay most consumers hate ... voice-mail menu barriers ... That's why it's been fun to observe the furor that's followed the publication of a cybergeek's cheat sheet for breaking out of such voicemail systems. The cheat sheet, at www.paulenglish.com/ivr, gives phone numbers and button-punching sequences that customers can use to escape the voice-mail menu and speak to a live operator. (For example, when you dial a particular airline, you need to say the word "agent" four times before the system will connect you to a human being. For a certain bank, you have to press 5, pause, then press 1 and 4.) ... [U]sers have ... provok[ed] at least one miffed response from a company that sells voice-mail systems. Angel.com initially posted a haughty why-voice-mail-is-good-for-you page ... but softened it later to highlight best practices of companies that use voice-mail systems (www.angel.com/ivrcheatsheet/index.jsp). ... When you reach an operator, be sure to say "Happy Holidays."

    Posted by on Wednesday, December 7, 2005 at 01:27 AM in Miscellaneous | Permalink  TrackBack (0)  Comments (1)

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