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I'd love to know if there's any market research done on how large companies are using/abusing phone trees (IVR). Increasingly, my random experiences are suggesting that a majority of the paths through large phone trees result in a hang-up on one pretext or another.On twitter.com
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AT&T Prepaid is easily the worst. 99% of the paths through their phone tree abruptly hang up on callers. It's pretty clear what passes for support is 2 under-resourced staff in a renovated bathroom protected by the most aggressively mean-spirited IVR I've ever dealt with.Permalink On twitter.com