When you call a company, do you prefer an automated answering system, or a live Receptionist?

Question

With the automated system, you have options 1 - 5 to get you to a specific department, and you can enter direct extensions, or search by employee name via a Directory.

With a live Receptionist, you have him or her transfer you to the person or department you wish to speak to.

IMPORTANT NOTE: Let's say this is a very busy company, and sometimes you have to wait on hold or have the phone ring several times before the Receptionist can help you. And if he/she transfers you to the wrong extension or department, you will have to hang up and call again.

Do most people out there prefer to speak to a live person over a machine most of the time?

I really would like to hear arguments for both sides (coming from a "customer's/callers" point of view).

Thank you to everyone who can provide some feedback!

Answer 1

it really depends on the reason for the call. if it is just to check info, i like automated. if i have a questions, i prefer a live person.

Answer 2

most of the time I want to talk to a real person, especially if it's a dispute over a bill. I want to make sure things get through clearly. But when it comes to dealing with Nissan I always get someone who doesn't speak good english and I dread when the automated system transfers me to a real person. I think it's 50/50 sometimes it helps talking to someone but sometimes it's less aggravating dealing with a computer. People can be rude, computers lack emotions. to each is own.

Answer 3

I think its so rude that they can't even take the time to really TALK to me. If they don't have enough people working (but I'm sure they do) A good thing would be give all the out of work and homeless people a job there and they'd have money and I'd get the courtesy of talking to a real person, not a robot. I don't care if its the busiest company in the world, if they can't even take the time to answer my phone call or question ... that drives me mad!

Answer 4

A live receptionist. For a lot of callers its the first time and/or first person they talk to. It gives the company character and warmth.

Answer 5

Sometimes it's more than five options.I hate not being able to talk to a live person and know the info, got through.

Answer 6

I always want to talk to a "human" I am tired of the automatice person asking me all of these questions, and I answer all of the questions and then they still don't tell me how to talk to a human. Please bring back a human being.

Answer 7

i think every employee should have his or her own direct office number ♥

Answer 8

real person.