GetHuman.com has announced the creation of new standards for telephone-based customer service in partnership with Microsoft Corp. Nuance Communications Inc.
Some of the proposed GetHuman standards include always giving callers the option to wait to speak to a customer service representative, with estimated wait times provided, and offering a call-back option. The proposal also requires that systems never make callers repeat any information they have provided during a call, and that all companies provide a simple mechanism for callers to rate a call for the quality of service provided.
The company said after a comment period of 60 days, the GetHuman project team will incorporate community feedback to the standards and publish a final design document. Companies can then register their GetHuman-compliant phone service at http://www.gethuman.com and begin to adopt the GetHuman 'earcon,' an auditory icon that signals to callers that the company uses best practice customer service standards.
Customers who want to conduct transactions over the telephone are frequently face confusing menus and, a different self-service experience for every company they try to contact. According to Opinion Research Corp.,1 nearly seven out of 10 consumers say they are less likely to do business with a company after a bad call center experience.
"We believe that powerful software combined with customer-friendly standards such as this can elevate voice self-service to become a preferred solution for many tasks, just as the ATM and airport kiosks are today," said Rich Bray, general manager of the Unified Communications Group at Microsoft.
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