After moving house recently, we’ve had to go through the paces of updating all of our contact information with various companies.
I called three different companies one after another to update my information and some were definitely better than others:
- Without any shadow of a doubt, my encounter with Telstra was the clear winner. When I called, the automated phone prompting was clear, easy to follow and fast to navigate; which resulted in me getting to a consultant faster. During the process, I entered my phone number to speed things up and when I was handed to a consultant I didn’t have to repeat myself. Within about 90 seconds, he updated my details and reissued the final bills to our new address for our mobile and home phone.
- Vodafone came in second in my opinion, the automated phone prompting was good but could have used a little work. I felt there were too many options along the way but I got to where I needed to go without too much fuss. My criticism of Vodafone would be the time I waited in queue to get to talk to someone; it was close to 10 minutes compared to less than 2 minutes compared to Telstra. To the credit of Vodafone, the staff were friendly, helpful and efficient and were happy to answer a few other questions while I was on the phone.
- GE Finance
- GE Finance took the wooden spoon, pretty much horrible service all around. The automated phone prompting was shocking, I actually called back twice, once because I got sick of waiting and another because I chose the wrong option on one of the menus and for some reason couldn’t go ‘back’. After selecting an option, more than once the next step included options from a previous step which was just confusing – they are meant to be narrowing my options, not expanding them. I waited in queue for about 15 minutes and when I finally got through to a consultant, even though I entered my account information into the phone earlier, I was made to repeat it anyway. Although the consultant got the job done, I wouldn’t say they were friendly, happy or chirpy so it just made the encounter that little less pleasant.
Who do you think have the worst automated phone prompting?