According to technology news site The Register, HP informed its customer service team it would be changing its “interactive voice response” system this week to include a mandatory delay.
Staff members were told the company’s “objective is to influence customers to increase their adoption of digital self-solve, as a faster way to address their support question. This involves inserting a message of high call volumes, to expect a delay in connecting to an agent and offering digital self-solve solutions as an alternative.”
The message to HP staff adds: “The wait time for each customer is set to 15 minutes – notice the expected wait time is mentioned only in the beginning of the call.”
But once people find out you’re doing that then the reputational damage, well…..
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