I know I’m not alone in being irritated by call centres, scripted responses and having to press a million options to get to speak to a real person. However, while I have a very short fuse when it comes to such matters, it’s nothing to my reaction to the current proliferation of automated voices. The real ones are bad enough. They obviously recruit them from some Stepford-inspired suburb, sort of artificial posh but not really posh. A bit Mrs Thatcher after the elocution lessons but with the underlying, and not entirely disguised, shade of Estuary. They always sound so bloody smug as well.
Let me waste even more of your time
Before I jump up and down about the automated voices – I’ll get there in a moment – there’s something else that has me chewing the furniture. Yes, that’s right, it’s the spiel about the Internet. More or less compulsory, these days, it goes something like this.
“Lucky you, we’ve finally answered! You have pressed eleventy ten buttons and perhaps, just perhaps, if the planets are not in retrograde and the fibre optic fairies are not having a bad hair day, you have got to the right department. So let me just waste a bit more of your time, and money, telling you that you’d be better off going on line and finding out what you need on our website. Oh, and by the way, I’ll take my time telling you about it. ”
Listen, lady – or bloke – if I could do whatever it is that I want to do online I’d bloody well do it online, wouldn’t I!” The only reason I’m wasting the precious minutes I have left on this earth, making this stupid phone call in the first place, is because I can’t do whatever it is I want to do online. Doh!
Your call is important to us. Oh yeah!
Equally infuriating is the moronic phrase ‘your call is important to us’. Oh really! If our call was that important you would surely have found some way of making it easier for us to speak to you. So please, don’t insult our intelligence. I am convinced that, somewhere in an evil empire, there’s a gaggle of intensely annoying creatures whose sole purpose is to think up moronic phrases guaranteed to have normally peaceful customers smashing their handsets in fury. You know, the sort of people you try to avoid at social gatherings and who cling like limpets. Whiney voiced and supremely irritating,
Speaking of voices. I don’t quite understand why it is, since there’s so much else that’s infuriating, but automated voices push every single button (no pun intended). Including some I didn’t even know I had. It’s partly the voices themselves. There’s something very superior about them – ‘de haut en bas’. A smug sort of nannyish ‘I know best tone’ that raises the hackles. They ask you a question. You start to reply but hardly have you begun than they interrupt with an example. As if you were a complete numpty. So then you have to wait for them to repeat the question. And when you finally get to speak you inevitably get the reply ‘Sorry I didn’t hear that!’ and they repeat the question as if to a recalcitrent child. You can almost hear their sigh of exasperation. You try again.
“I didn’t hear that.”
“Oh for f***** sake. I said MAKE A F*&$$$ PAYMENT.”
“Sorry, I didn’t hear that.”
“I SAID MAKE A F*&$$$” PAYMENT.”
“Sorry I didn’t hear that. Did you say …”
“I SAID MAKE A F*&$$$” PAYMENT.”
These so-called service providers obviously don’t give a stuff about their customers. I think it goes further than that. I believe there’s a sinister purpose behind it all, a cunning plan. I believe they aim to wear us all out, give us strokes or heart attacks or goad us into violence so that we end up incarcerated in prison or in the asylum. And then they won’t have to bother with us at all. Except to take our money. Of course.
I hate it when, instead of saying “hello”, the real person says” “Welcome to Whatever Inc., how can I provide excellent service today?” or other such nonsense and ends with, not “Goodbye”, but “Thank you for calling our excellent company and we look forward to providing another superior experience in customer service blah blah.”
Also when they ask, after keeping me waiting for 15minutes: “How are you today?”
Hello. How lovely to see you on here. I’m sorry it’s taken me a while to reply. I agree. I also hate it when they ask ‘How are you today’ and on occasion haven’t been able to resist replying ‘Why do you ask?’ or something rather more sharp!