[LINK] Telstra directory "assistance" - IVR - Customer Servic
Richard.Chirgwin at informa.com.au
Wed Feb 25 10:28:44 EST 2004
> -----Original Message-----
> From: Russell Ashdown [mailto:russell at ashdown.net.au]
> Sent: Tuesday, February 24, 2004 7:32 PM
> To: Link
> Subject: [LINK] Telstra directory "assistance" - IVR -
> Customer Service Flop
A flop? Heavens no, Russell: a perfect piece of behaviour engineering. In
the Senate estimates last week (or the one before?), Telstra was quizzed on
the shrinking directory assistance call centre numbers. The answer: people
are going online to lookup phone numbers; whitepages.com.au is booming;
therefore fewer call centre ops needed.
So if you really hate directory assistance, the SR system is achieving its
intended outcome ...
> 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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> Link at mailman.anu.edu.au
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