Most businesses and government agencies use interactive voice response (IVR) systems to streamline the process of getting callers to the correct department or person. Although an IVR can be pretty efficient, it can also be frustrating, especially when you end up in a loop, are on hold for several minutes, or aren't given the option you're looking for. In some case, the IVR system is sophisticated enough that you might believe you're speaking with a person, but you're still speaking with a machine.
The Oklahoma Workers' Compensation Commission (WCC) hopes to take some of the stress out of contacting the agency by replacing their automated answering service with a live operator during normal hours of operations. In a statement explaining the reason behind the change, Commissioner Mark Liotta said, “I just find it extremely frustrating to call my government and be met with a recording and computerized options to direct my call, and eventually being put on hold, sent to a voice mailbox, or my call being dropped.”
Clearly recognizing the stresses that injured workers are dealing with, Liotta continued, “I want to talk my issue over with a live human being whenever possible. I want to know they understand why I'm calling, and I want the most efficient response to my issue. I think most people prefer this as well.”
The WCC has been using an automated service provided through the Oklahoma Office of Management and Enterprise Services (OMES) for the past three years. Chairman Liotta stated, “I was disappointed when I first arrived and found this system had been adopted, but I lived with it until it became clear it was not efficiently serving the needs of our stakeholders, and I immediately investigated the practicality of returning to live reception.”
|Surprised to speak with a human
In the statement from WCC, receptionist Becky Bradley described the response so far, “People are very surprised when I answer, and are sometimes so startled they have to take a minute to remember why they called. The response has been very positive.”
Eric Russell, Director of Legal Operations at the WCC reported an increase in efficiency with the new policy. In the statement he said, “In my experience the calls we receive have been directed more appropriately with fewer steps. The overall result has been significantly improved response to public inquiries, with less caller frustration.”
Liotta summarized, “Yes, I recognize this might be an old-fashioned idea, but to be honest, I really don't care. We are here to provide a service to our citizens, and if it doesn't cost more money, then we would rather provide efficient personal service instead of an automated, computerized, recorded response.
Even the new process has limits, however. The WCC noted that it will continue to use the automated response as a backup for high call volume, holidays, emergency weather and after hours. For normal operations, a receptionist answers calls, provides information when possible, or directs the call to the appropriate individual within the agency.
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Rosalie Donlon
Rosalie Donlon is the editor in chief of ALM's insurance and tax publications, including NU Property & Casualty magazine and NU PropertyCasualty360.com. You can contact her at [email protected].
