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•Eight Greatest Computer Innovations that Actually Make Life Easier 91
Where things go non-standard, or when the skills and knowledge of a CSR are
required, a good IVR system will route the call to the person most likely to be able to
help. It will also entertain you while you wait. The technology can also tell the caller
how many people are in the queue and the approximate estimated waiting time.
When the customer is put through, a link to the computer systems means that the
CSR already has the details of the caller up on their screens before they start to talk.
As usual the quality of implementation of the idea is the measure of success or
failure. Does the supplier provide a customer interface that is efficient and pleasant
to use, or is a simple abrogation of the concept of service to frustrated customers.
On the other hand
If the call centre designers get it wrong, it can be the most frustrating experi-
ence ever, with the switch sending you from one message to another, until you
end up back where you started. This is when you want to assist the telephone
answering service to break down.
