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Oklahoma Workers’ Comp Commission replaces IVR with live receptionists

Hello, this is Becky. How may I direct your call?

Replacing an automated answering system with a human operator may reduce frustrations for workers’ comp claimants.

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.”

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Rosalie Donlon

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].

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