How many times have you called your credit card or insurance company only to plow through a grueling five minutes of automated options before being put on hold for the next available representative? After being reminded that this call will be recorded for quality assurance purposes, another five minutes drag by before youre finally talking to a human being.
By this time, youre frustrated and exhausted, and you wonder how any company concerned with quality assurance could put you through such an obnoxious ordeal.
This is an example of an awful user experience (UX) from its clunkiness and inefficiency to its total lack of regard for the customers time, this kind of call center gauntlet is doing the company no favors with regard to customer satisfaction or loyalty. As such, it has an immensely harmful effect on the overall customer experience (CX) how customers engage with a company over the entire duration of their time using its products and services.
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