Question 3
The systems are inefficient because the customers who are calling in and expecting answers usually never have their questions completely answered. Or if they do, it takes a long time for them to press the right buttons for the options that will have their solution. When you use a telephone, you expect to be connected with another human being. But when it's a computer that serves you, it's actually harder to get what you want. Companies think that these systems are being efficient and saving time and money, when they're really just more complicated and they frustrate the customers. It'd be much more efficient if they immediately connected you with another person, where you can specifically ask your question, and get it answered right away.
The one advantage for companies to do this is so that can make more of a profit. Why should they care about your time? When they could have a expense-free automatic voice message or they could pay for someone to sit there and take calls all day, I don't blame them at all.
ReplyDeleteBut what if there are 25,000 people calling at the same time? Do they really have the manpower to be able to answer all those calls? For a large business who are receiving a great volume of calls each day a teleprompter would work well for getting those with simple questions out of the way and leave only the complicated ones for the professionals.
ReplyDeleteShelby, I agree that the electronic systems are inefficient when it comes to certain things. But you mentioned using a computer to get something. When a person sits down at a computer they are automatically making it so that they do not come in contact with another human, and a machine already does the work for them. So if you take the perspective that machines make everything harder to do. Than yes computers complicate things. But if you look at it as using certain types of communications for certain things then you are being efficient.
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