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611 is Annoying


I called Koodo to unlock my phone. After pressing 1 for English, and then 4 for anything else, it says press 2 to unlock your phone. I press 2, enter the PIN, and then the guy starts telling my tab balance, account balance, due date, last payment amount and date. You have to listen to the guy, and even smashing 0 won't help. So what exactly is the point of making customers listen to all that when they are calling for something totally unrelated?

4 replies

Userlevel 7
Not too sure, my only guess would be that some people just smash on anything to get through the menus to talk to someone when most times they are looking to get that specific information?
Userlevel 7
Badge +4
Mathieu wrote:

Not too sure, my only guess would be that some people just smash on anything to get through the m...

You got it. Not perfect but we had to take a balanced approach...."Nothing is perfect. Life is messy. Relationships are complex. Outcomes are uncertain. People are irrational."
Mathieu wrote:

Not too sure, my only guess would be that some people just smash on anything to get through the m...

Been on hold for 1 hour 20 minutes. Not a way to run a business...

Userlevel 6
I too find Koodo's IVR to be a bit lengthly on pre-recorded messages. My credit card company's IVR gives me a prompt to skip my account balance recording, would be cool if Koodo could do the same. In fact, this is worthy of an "idea" on the forum.

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