While checking out Seth Godin's blog, I ran across his post on "Deep Dialing." A company called Fonolo (Phone-Oh-Low) has created a "beta that spiders phone trees at big companies and promises to make it easy for you to go straight to the spot you want. Then it calls you when the phone is answered and records the call so you can keep a record.
Let me break this down a bit more. How many times have you called a company only to hear, “please listen carefully as our menu options have changed…” or “If your language preference is English, please press one now. Si su preferencia de la lengua es español, ahora presione por favor dos.” As GTDTimes explains, this is usually the company's IVR (Interactive Voice Response) system that takes up countless productivity hours. The time spent listening to menu choices, disgustingly annoying music or random promotional jargon could be spent doing something productive like blogging! FONOLO has answered companies and consumers prayers by saving them time which is money.
Go to their site, find the indexed company, go through the visual map of the automated menu and click on the location in which you want to reach. " Fonolo will now place a call, do the navigating and waiting for you and then ring your phone once it has reached the location in the IVR system that you had previously specified." (See picture of map to the right from GTDTimes).
As I mentioned, this will definitely benefit companies as well as consumers. For example, health providers and consumers can get through medical insurance companies long IVR systems without losing productivity during the normal workday hours. Saving time and money is the first aspect that most people seek in a service. The next thing is the reliability and quality which the company seems to have at the moment.
I'm looking forward to this service because I know the company I currently am working for could really BENEFIT from this. Meaning I will no longer have bruises from banging my head on my desk while listening to automated voices!
1 comment:
But what about the call monitors. Even during menu choices these people can listen in to the person cursing up a storm or having personal time with their loved one while they scroll through the menu choices (I know my perfect evening with someone special is spent wasting precious time better spent on other activities). These guardians of customer service would have their amusement halved by the reckless productivity this service offers?
-Andy
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