It is one of the most frustrating things we face today: we call anyone and instead of talking to a real person, we end up talking to a robot. They don’t hear us properly, they don’t take us to the right places, and sometimes they just hang up on us. While the technology has certainly improved, the widespread usage, especially when we just want a simple question answered, can be frustrating. 

There are reasons why so many companies now use automated answering services and robots, however, and it is probably for some reasons you can predict (and some that you can’t). 

It Is Cheaper To Use An Automated Service

Of course, the first reason why you don’t talk to a person is that it is cheaper to have a robot answer your questions instead of a customer service representative. Many companies will invest in something called operational support services that help them determine which calls they need to send to humans and which ones they can keep on the automated line. You will answer questions and it will lead you in the right direction.

By eliminating the need for an operator of sorts to get you to the right place, companies have to pay fewer people.

It Helps You Get Help Faster

It may sound strange, but the automated answering systems that help direct you will actually get you help much faster. The questions that you answer direct your call toward the people who can actually help you, not someone who will have to transfer you a few times. This helps companies train people in specific areas where they can truly be masters instead of just being knowledgeable about a certain aspect of their jobs. 

While you may do more work at the onset, you will end up having to do less waiting and getting jostled around, which can add precious minutes to your call time, according to ETI, a company that produces tools to help telecommunication companies with their workloads.

They May Be Trying To Push You Online

It may seem strange that they would want you to go online while you are already on the phone, but the online help is often better and more complete than the help you can get on the phone, especially if your problem may have to do with your telephone lines (in situations where your telephone and cable companies have the same provider). 

Online resources allow you to see and hear the steps that you need to do to fix the problem, which can help you to understand what needs to be done in a shorter amount of time. 

What If I Want To Talk To Someone Directly?

There are some tips and tricks out there to talk to someone at the cable company directly, but they have dubious results. While you may get to talk to an actual person that much faster, you will still get put into a queue and you will have to wait. The only time this will be effective is when you don’t know what the problem is or if you just don’t have the answers to your questions.

In most cases, it is better to just wait through the automated questions and get directed where you need to go. 

We get it, no one wants to talk to a robot that requires them to repeat themselves over and over again. However, it might actually be the better approach to it all (as long as you aren’t your mom, who will probably always have issues with it.)

ETI Software Solutions continues to bring leading-edge solutions to telcos, municipalities, utility co-ops, open access providers, and WISPs to reduce operating costs and future-proof technology. To know more about ETI Software Solutions, visit them at 6065 Atlantic Boulevard Norcross, GA 30071. You can contact them at (770) 242-3620 or visit their website https://etisoftware.com/ to contact them.