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What honks me off is an autoattendant system that asks for your phone number
or account number or whatever number to be entered. Then, when you finally
get a human, they have no access to that info and you have to give it all
over again.

--
Jeff Crosby
UniPro FoodService/Dilgard
P.O. Box 13369
Ft. Wayne, IN 46868-3369
260-422-7531
www.dilgardfoods.com

The opinions expressed are my own and not necessarily the opinion of my
company.  Unless I say so.


-----Original Message-----
From: pctech-bounces@xxxxxxxxxxxx [mailto:pctech-bounces@xxxxxxxxxxxx] On
Behalf Of Adam Glauser
Sent: Thursday, March 19, 2009 9:02 AM
To: pctech@xxxxxxxxxxxx
Subject: Re: [PCTECH] Dell experiences

sjl wrote:
On average, I spend less than 20 minutes when dealing with unscripted
technical support in America versus over an hour when dealing with the
scripted technical support in India.

I've found the same difference between scripted and unscripted tech
support no matter where the call centres are located. What really gets
my goat is when you have to go through "voice menu hell" and perform
shamanistic rites to actually get to a person, then that person just
reads a script!

If it saves so much money to have voice menus to properly direct my
call, the least they could do is use the savings to have a smaller
number of knowledgeable techs instead of a bunch of (probably poorly
treated) script drones. Bell Canada, I'm looking at you.
--
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