Question

Do you have any statistics on how often a caller asks a human operator to speak (interact) with an automated answering system?

Tom De Backer Top Answerer

It may well happen more often than you might think. Some companies have an elaborate dial-through system for each 'department', when in reality there's only two people in the office, where others actually do use this menu selection to better connect you to the right person. If I do get someone else, I have asked to be put back to the start of the selection rather than for the person to find and connect me to the right one.