Many consumers prefer speaking to an actual call centre agent rather than using automated systems, it has been suggested.
Rudiger Merz, executive marketing vice-president for Nevada State Bank, told the Las Vegas Review journal that there are several groups that would rather talk to a person when contacting a consumer care facility.
He said: "There are still a lot of people out there who just want to talk to a human being. The baby boomers and retirees still prefer to have human interaction. They show more affinity toward the branch or the live operator."
Meanwhile, consumer Connie Young told the journal that her experience with an automated call centre proved to be a frustrating one.
She explained that she was unable to get through to the department she wished to due to an inability to navigate her way through the automated system she was presented with.
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