In another thread I explained how, like many people, I get irritated by companies answering their 'phones with press 1, 2, 3, 4..music etc.
I had assumed that this was done to direct customers to different members of staff with each one specialising in a particular business activity.
BUT, after speaking to a young man recenty, who works in a call centre for a mobile 'phone company (not VM), he said that after all the different menus that customers are forced through, the majority of them get through to exactly the same people!
I asked if they at least received notification at their work stations as to what the customer had indicated what the call was about, so they had a rough idea of what to expect even before speaking to them and he said not
So, what IS the point of all these menus? Is it to delay calls to help keep backlogs down at peak times?
How does this work at VM?
I'm genuinally interested, should anyone know the answer
