If I call your company’s 24 hour support hotline at nine on a random Sunday night and the first thing that comes on the line is your front-end message announcing “unusually high call volume,” what you really are telling me is that you not only don’t care about service you’re giving your customers, but don’t care how routinely overworked your call center staff is as well.

“We are experiencing high call volume” is just like “please listen carefully as our menu options have recently changed” – they are the “under construction” clip art of the 21st century IVR system. Just don’t use it.

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