There’s a perfect tv programme, just up my street, airing next week…
Maybe it’s just the grumpy old man in me, but I don’t enjoy dealing with call-centre systems that have complex menu trees, repetitive announcements, auto-attendants, IVRs, and being told that my “business-is-important-thankyouforholding”.
Why can’t a person just pick up the phone and speak to me?
There is a cynical thing going on in some cases – a shady need for the company you’re phoning to keep you on the phone for a while – Call Revenue Sharing. This is where the destination of the phone number recieves a portion of the call termination revenue from the phone company. If the call isn’t long enough, the revenue share is negligible. The cynic in me, saying “yes” or pressing “1” for the umpteenth time, thinking this IVR or menu tree is designed to make the call sufficiently long enough to bring money into the organisation.
I’m therefore looking forward to Channel 4’s Richard Wilson On Hold which is broadcast at 8pm on Monday 16th January. I wonder if they will touch on Revenue Sharing, or just concentrate on the grumpy annoyance factor.