4 ms·

The existence of levels of menu options itself is puzzling. Is there really 50 different bank customer service specialisations such that someone who can do more

• flangola7 3y ago
  It changes the interface worker-side to more quickly handle the topic coming in. It is also used for statistical tracking of types of issues.
• sixstringtheory 3y ago
  I think it’s more automated data collection so the person that eventually answers has a script ready.
• dragonwriter 3y ago
  > Is there really 50 different bank customer service specialisations such that someone who can do more than one of them is like asking for an astronaut surgeon? No, but I suspect that time that you would be in a queue anyway where they can get you to do work to select the right script for the person you eventually get connected to have loaded is time that they can shave off the actual connected time on the call, letting them serve more customers per unit time with the same number of staff members and making the user experience for using the telephone less pleasant so anyone who can manage it (even if they would generally prefer telephone otherwise) and has a problem where it is possible will avail themselves of self-service solutions via the website rather than calling at all.
• zakary 3y ago
  The true goal of most customer service systems like that is to make you decide it’s not worth the hassle and give up. Viewed from that perspective I think labyrinthine phone systems make a lot more sense.