Post responses to project 3-2.(list advantages and disadvantages) of VRUs)
20 comments:
Anonymous
said...
pros:if done correctly allows quicker responce time for the customers concerns and problem solving. Usuauly allows for information to be relayed more quickly than having to wait for a person. Cons: has to be set up correctly, can be off-putting if the customer really wanted to talk to a person, voice recognition software is not always up to the tasks we ask of it.
i believe that using pros of using vru's include cost cut, ability to have a smaller 24 hour support center, helps solve easy problems, makes direction to certain departments much easier, and it doesn't bad mouth the customer. The cons include upkeep and updates, limited ability to gauge customer satisfaction, and mostly it becomes just a gateway to a real person.
The advantages of using a VRU, for the company itself, would be to reduce the number of employees needed to answer phones. Since the process is automated, it would probably save the company time and money. From the user's perspective, it can be rather frustrating at times. It usually takes quite a long time to recieve the answer you were looking for, as opposed to simply talking to a real person and getting your answer immediately. So depending on who you ask and how you look at it, VRU's can be good or bad.
Pros of VRUs: -You can get simple tasks done without having to be put "on hold" for lengthy amounts of time to speak with a representative. -Give's the company time to focus on customers that need special attention as opposed to answering every phone call from every person.
Cons of VRUs: -Interaction with customers is less personal. -If you mess up your transaction then you have to get directed to a representative. -If you information is not updated then you can't complete the transaction through VRU so you have to connect to a representative. -Sometimes what needs to be done can't be done through the VRU system so you have to talk to a representative.
Some of the advanges to URV's are the fact that most of the time, if you are wondering about store hours or whatnot, it might be able to give you that without having to be transfer. Some of the disadvantages are that some times if there is a menu, like there is when you are checking your voice mail, there is no way to go back to the main menu, so its a little annoying to have it set up that way.
Pros of using VRUs are it is good for security. It also helps with keeping information private for you to access when needed. Cons of using it when you are calling a company and they have different options for you to choose from by using your dial pad on your phone it can get real confusing.
I usually use VRUs to check my balances, and sometimes pay a bill. Pros: Sometimes quick and easy Cons: Sometimes doesn't understand what you say if you're speaking into the phone can't answer any questions you may have. horrible if used in troubleshooting cases. sometimes long menus go by really fast and if u missed the info you need you have to start from the beginning.
Using VRU's can have its advantages and disadvantages. Some of the advantages of VRU's is: -faster to access information -no hold times -having exact information that you need described to you. Some of the disadvantages are: -the information that you might need may not be available to access through touching digits. -You usually have to hold if you want a representative. -some of the touch-tone options may not have an option to get a customer service representative. -some of the touch-tone is not available, and you may have to speak it into the phone rather than touching the numbers, and it doesn't always recognize your voice or the option you may want. -some of the information that is given isn't updated.
Pros: Is alot easier way to get to where you need to go. Some people hate talking to someone that they can't understand. Most VRU's used now are pretty precise in the materials needed or discussed. Cons: Myself, I would rather talk to someone so I know i'm being listened to and not being given the run around. I've delt with to many companys sending me this way and that only to end up at the first spot and not getting what I called for. Calling a company and getting a VRU i'll just hang up the phone if it doesn't work the first time. Then its off to search the site and see if they have a chat session for help.
Pros:If they are used correctly, cuts time that customers have to wait, cuts manpower and manhours companies have to spend on having personnel to do the job. Also can give customers 24 hours support.
Cons:No person to person interaction, If they are doing maintenance on their system it can be down for monthly maintenance.
Pros: no long waits to find min. info., helps the operator have your records ready cons: would perfer human contact over computerized voice. not all trouble issues can be dealt with often leaves conusmers confeused and frustrated
pros: simple way to store information into databases and access information. gives the user control of what menus and options to access
cons: menus can be time consuming and frustrating. one will not be able to talk to a person if needed and may need to be redirected to a representative
An advantage of using VRU is that customers can access or gain information without having to speak with a customer service representative. A disadvantage of using VRU can limit a customer from obtaining information needed because a representative is not available.
The pros for having VRU's is quite simple, in today's society every company and business is trying to stretch the mighty dollar. With the cost of living on the rise Vru's save money on the collective expense of manpower, and gives the operators time to focus their energies on other parts of customer service. Like everything in life, there are two sides to this VRU. Some companies have every complicated and unnecessary options on their VRU's, you are often taken around in circles constantly giving the same information over and over again. In addition, some are very sensitive to the surroundings, so if someone is close to a person using a VRU and cough, the option menu will be interrupted and the caller would have to fix or redo the information given.
I’ve honestly never had a good experience with a VRU it’s always just frustraited me and always discuarges me from calling back again. In the past I’ve used it to call verison for support of my constantly disconnecting internet connection. After pressing buttons in loops for about 15 min I get put on hold for an hour and then the person couldn’t help me at all. I’ve not used VRUs for much else because when I hear one answer the phone I just hang up.
Pros: The pros of using a VRU would have to be not needing as many customer service personel. You save money using a VRU. Some times VRU's can make things quicker if theres a small problem.
Cons: The cons are sometimes the roice reconition doesn't reconize a thing. You basicly go in circles trying to get the computer to understand you. Another problem would be that a computer can not understand the meanings behind words and sometimes they don't have the slection you need. VRU's can not only make things quicker but they can also stretch things out. They sometimes fustrate the customer to the point when they get to an actual person there a bit on the angery side.
20 comments:
pros:if done correctly allows quicker responce time for the customers concerns and problem solving. Usuauly allows for information to be relayed more quickly than having to wait for a person.
Cons: has to be set up correctly, can be off-putting if the customer really wanted to talk to a person, voice recognition software is not always up to the tasks we ask of it.
i believe that using pros of using vru's include cost cut, ability to have a smaller 24 hour support center, helps solve easy problems, makes direction to certain departments much easier, and it doesn't bad mouth the customer. The cons include upkeep and updates, limited ability to gauge customer satisfaction, and mostly it becomes just a gateway to a real person.
The advantages of using a VRU, for the company itself, would be to reduce the number of employees needed to answer phones. Since the process is automated, it would probably save the company time and money. From the user's perspective, it can be rather frustrating at times. It usually takes quite a long time to recieve the answer you were looking for, as opposed to simply talking to a real person and getting your answer immediately. So depending on who you ask and how you look at it, VRU's can be good or bad.
Pros of VRUs:
-You can get simple tasks done without having to be put "on hold" for lengthy amounts of time to speak with a representative.
-Give's the company time to focus on customers that need special attention as opposed to answering every phone call from every person.
Cons of VRUs:
-Interaction with customers is less personal.
-If you mess up your transaction then you have to get directed to a representative.
-If you information is not updated then you can't complete the transaction through VRU so you have to connect to a representative.
-Sometimes what needs to be done can't be done through the VRU system so you have to talk to a representative.
Some of the advanges to URV's are the fact that most of the time, if you are wondering about store hours or whatnot, it might be able to give you that without having to be transfer. Some of the disadvantages are that some times if there is a menu, like there is when you are checking your voice mail, there is no way to go back to the main menu, so its a little annoying to have it set up that way.
Pros of using VRUs are it is good for security. It also helps with keeping information private for you to access when needed. Cons of using it when you are calling a company and they have different options for you to choose from by using your dial pad on your phone it can get real confusing.
I usually use VRUs to check my balances, and sometimes pay a bill.
Pros:
Sometimes quick and easy
Cons:
Sometimes doesn't understand what you say if you're speaking into the phone
can't answer any questions you may have.
horrible if used in troubleshooting cases.
sometimes long menus go by really fast and if u missed the info you need you have to start from the beginning.
Using VRU's can have its advantages and disadvantages. Some of the advantages of VRU's is:
-faster to access information
-no hold times
-having exact information that you need described to you.
Some of the disadvantages are:
-the information that you might need may not be available to access through touching digits.
-You usually have to hold if you want a representative.
-some of the touch-tone options may not have an option to get a customer service representative.
-some of the touch-tone is not available, and you may have to speak it into the phone rather than touching the numbers, and it doesn't always recognize your voice or the option you may want.
-some of the information that is given isn't updated.
Pros: Is alot easier way to get to where you need to go. Some people hate talking to someone that they can't understand. Most VRU's used now are pretty precise in the materials needed or discussed.
Cons: Myself, I would rather talk to someone so I know i'm being listened to and not being given the run around. I've delt with to many companys sending me this way and that only to end up at the first spot and not getting what I called for. Calling a company and getting a VRU i'll just hang up the phone if it doesn't work the first time. Then its off to search the site and see if they have a chat session for help.
Pros:If they are used correctly, cuts time that customers have to wait, cuts manpower and manhours companies have to spend on having personnel to do the job. Also can give customers 24 hours support.
Cons:No person to person interaction, If they are doing maintenance on their system it can be down for monthly maintenance.
Pros: no long waits to find min. info., helps the operator have your records ready
cons: would perfer human contact over computerized voice. not all trouble issues can be dealt with often leaves conusmers confeused and frustrated
pros:
simple way to store information into databases and access information.
gives the user control of what menus and options to access
cons:
menus can be time consuming and frustrating.
one will not be able to talk to a person if needed and may need to be redirected to a representative
An advantage of using VRU is that customers can access or gain information without having to speak with a customer service representative. A disadvantage of using VRU can limit a customer from obtaining information needed because a representative is not available.
VRU can cut cost and provide customer support.
Some customers become frustrated with VRUs and want to speak to an actual person.
Pros: Cost, quick for easy problems, etc.
Cons: Can become lengthy and confusing as you continue, frustration from the customer, updates needed, etc.
The pros for having VRU's is quite simple, in today's society every company and business is trying to stretch the mighty dollar. With the cost of living on the rise Vru's save money on the collective expense of manpower, and gives the operators time to focus their energies on other parts of customer service.
Like everything in life, there are two sides to this VRU. Some companies have every complicated and unnecessary options on their VRU's, you are often taken around in circles constantly giving the same information over and over again. In addition, some are very sensitive to the surroundings, so if someone is close to a person using a VRU and cough, the option menu will be interrupted and the caller would have to fix or redo the information given.
The pros-Cost, quick for easy problems
The cons-menus can be time consuming and frustrating
I’ve honestly never had a good experience with a VRU it’s always just frustraited me and always discuarges me from calling back again. In the past I’ve used it to call verison for support of my constantly disconnecting internet connection. After pressing buttons in loops for about 15 min I get put on hold for an hour and then the person couldn’t help me at all. I’ve not used VRUs for much else because when I hear one answer the phone I just hang up.
Pros: The pros of using a VRU would have to be not needing as many customer service personel. You save money using a VRU. Some times VRU's can make things quicker if theres a small problem.
Cons: The cons are sometimes the roice reconition doesn't reconize a thing. You basicly go in circles trying to get the computer to understand you. Another problem would be that a computer can not understand the meanings behind words and sometimes they don't have the slection you need. VRU's can not only make things quicker but they can also stretch things out. They sometimes fustrate the customer to the point when they get to an actual person there a bit on the angery side.
Thanks for posting. Don't talk to me about the spelling errors, though.
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