[LINK] Telstra directory "assistance" - IVR - Customer Service Flop
russell at ashdown.net.au
Tue Feb 24 20:31:40 EST 2004
I am getting sick and tired of the Telstra directory "assistance" IVR
experiment. I am interested to know if it just me, or are other
Linkers experiencing this annoyance?
Not once in the (is it) three years of operation of the IVR has it
been able to find a correct number for me. Each and every time I
have dialled Telstra's directory "assistance", I have had to speak my
query to the IVR system and about 99.9% of the time the response is
"...please hold while you are transferred to an operator". The other
00.1% of the time I get "...Say 'yes' if you want xyz..." ( I wanted
abc ) "...please hold while you are transferred to an operator..."
Once I am connected to an operator, I need to repeat my query one
again before getting the information I am seeking.
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