Pre-redirection Level 1: Automated voice with keypad options (press 1 for xx) that make it impossible to reach a representative and typically ends up in frustrating circular loops
Pre-redirection Level 2: “Smart” automated voice who cannot understand what you are saying and makes you fight to redirect to an “agent” or “representative”
Pre-redirection Level 3: “Smart” automated voice who cannot understand what you are saying but redirects your call as soon as you say the magic words – “agent” or “representative”
Pre-redirection Level 4: Automated voice who can understand what you are saying or, even better, with options that can be accessed via a keypad
<Assuming you’ve been redirected>
Post-redirection Level 1: No mention of wait time – “Our operators are busy and your calls are important to us”
Post-redirection Level 2: Clear wait time range – “An agent will be with you between 30 and 45 minutes”
Post-redirection Level 3: We can call you back! – “You will not lose your place in the queue.” But, the call doesn’t arrive or they call you and make you wait a few mins while they “redirect you to an agent.”
Post-redirection Level 4: We can call you back! – “You will not lose your place in the queue.” And it does.
God bless the genius who invented the call back option. Thank you!