Please... indicate... the... problem.

[the-s-guy.livejournal.com]

So the shambling mounds who call us up on a daily basis are being constantly misdirected to my team by the crap IVR that another area set up and which we apparently can not change. About 20% of our incoming work is telling people they've chosen the wrong IVR option. The rest is trying to decipher what the mumbling technotards are muttering about.

I've been hammering on management and the phone guys for over a year trying to get this changed. My most recent email from them says that there won't be any need to change it as a month from now they're switching to a new system.

One which will direct callers based on what they answer when asked to describe the problem.

Can anyone else see a problem with this?

Comments

[redqueenmeg.livejournal.com]

Well, I can tell you for sure what it would do at our work: Route everything to the email queue.

"I can't get my email!"

Network outages, hardware problems, general stupidity, not having Outlook installed... everything.

[taleya.livejournal.com]

Set up a "mumbling retard" queue. And set it to direct them to a line on endless hold with some wizened old inbred sheep fucking hillbilly mumbling willy nelson songs at them

[megpie71.livejournal.com]

Well, just think - either the bloody thing is going to collapse in a heap when faced with some of the accents that our staff have, or it's going to give up entirely when faced with the average description of various problems.

[taleya.livejournal.com]

*servalan love*

[the-s-guy.livejournal.com]

This won't mean that it gets removed or fixed, of course.

[majicke.livejournal.com]

It's even worse when said IVR goes belly up and they mangle fix it b y routing *all* calls through to the service desk..

but that ain't the bad bit

We didn't really notice the difference 'cos the users choose our IVR option anyway..

[fragbert.livejournal.com]

"...will direct callers based on what they answer when asked to describe the problem. Can anyone else see a problem with this?"

It's like selecting surgery based on what the PATIENT thinks is wrong.

[jahbulon.livejournal.com]

So I guess you guys will have quite a large 'connection not working' department then..

[the-s-guy.livejournal.com]

And a f*cking HUGE "The thing? When I, you know, with the click? Access the blue screen. System! And it, uh." department.