Quote:
Originally Posted by RichardCoulter
I've also been chatting on the phone today to a friend who works in a mobile phone call centre. Amongst the things we discussed was why people have to do the annoying press 2, press 3, press 5 etc thing.
I said that I assumed that it was to direct each particular type of query to someone who specialised in that area. He said that he didn't know why they did this as all types of calls ended up being routed to the same team of people anyway!
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At VM it does affect the team you are routed to, but even if it didn't, it still gives the agent information about who you are and why you are calling, so it shortens the length of the call. And many calls can be handled completely automatically so you don't need to speak to anybody.