Colin Calnan.com

Call-center’s can be source of frustration for all of us. Its seems like every call center in the Western World has taken the path of replacing people with voice automation or have outsourced to a warehouse of university students somewhere in India. If you live in anywhere in Canada, outside Quebec, you know the golden rule when calling any system that has an automated response; Press 1 for English. This can be the start of a long process of listening to all the options available before making a choice. If it’s a service you call often, you can learn the steps and bypass the long list of options. However, almost as if they’re trying to keep you on the phone, every once in a while you hear the lovely little message “We’ve recently changed how our service works”. Read the rest of this entry »