Skip Call Centre Robots And Talk To People

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Skip Call Centre Robots And Talk To People


Automation in call centres can be an efficient way to route a call, but it can equally be incredibly frustrating when you have a problem that falls outside the usual boundaries. Here’s how to get to talk to a real person for a variety of Australian financial institutions.


The cheat sheet, prepared by Finder, lists most of the bigger financial providers. I’m not actually a customer of any of them, so I’ve not had the opportunity to test the entries to see how well they work. Still, if you’re stuck and they don’t work, it’s only the cost of a phone call, and if they do work, it could save you a lot of stress.

The Australian Banking Cheat Sheet [Finder]

Comments

    • I would say ME and RAMS “win” with those 3 coming second, as they seem to have a specific option of “press 3 (or 6) to speak with an operator”. While I haven’t actually rung them to confirm this, I would say that this is better than “hold the line” as it allows you to actively choose the option rather than passively ignoring them until they give you attention.

      The big bank ones with “push # 8/9 times” seem more like a debug option built into the software rather than an actual feature intended for customers to use. That is a major fail in my opinion.

  • The trouble with that is you might just end up spending more time on hold than if you actually listened and followed the prompts in the first place. The “operator” you get put through to by default might not be able to handle your request, and they also might not know where to actually forward you to, so you could spend time on hold waiting for this original operator, only to discover they can’t help you, get forwarded to another department, and after waiting on hold with them find out they can’t help you either, then get forwarded to another department, who can help you, but only after being on hold first. Where if you had of just pressed 5 to begin with, you would have to through to the correct department in the first place.

    • Indeed.. they didn’t spend all that money on an automated phone directory system for the sake of it or to make life hell for their customers, they did it to get the right person on the phone the first time… circumventing this system could potentially cost you more time..

  • This is true cameron, but at least the real person you talk to the first time “should” send you in the right direction straight away, so at least then you know you’re probably waiting in the right queue, instead of hoping. I think this method would work out to be more efficient overall for sure.

  • Why are tech savvy people among the people who hate this automation the most?

    I’d rather just open up my listening ears and follow the prompts. As cameron noted, it’s faster in the long run.

    If i miss the option I wanted or want to hear it again i’ll just spend another 25c and call back. Doing it on a mobile is even better, particularly if you never go anywhere near your call cap limit.

  • If you’re trying to ring Telstra, just press random buttons (‘#’ probably works best so you don’t accidentally choose an option) and it will eventually give up because it can’t understand what you’re requesting and just put you through to an operator.

  • 95% of the time there is an option relevant to what you are doing and you either haven’t listened properly to the choices available or have a limited understanding of what you are trying to do.

  • I work on the other end of one of those automated systems and most of them have built in that if you do something it doesn’t understand enough it will just put you through the worst part of that is when someone does that and is still spamming the keypad when your trying to do you greeting

  • how about talking to somebody in australia from foxtel…

    took me an hour and a half of yelling to talk to someone in melbourne.
    now their customer service is the definition of SHIT.

    assholes.

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