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BigSpoonFullOfSnark OP t1_jdr8hec wrote

Reply to comment by w33dcup in LPT: If you call a company to speak to customer service but the automated menu won't let you talk to a real person, say "Upgrade my account" instead of "Refund" or "Cancel," when the automated menu asks you to state why you're calling. You will immediately be transferred to a real person by BigSpoonFullOfSnark

>The 'warm xfer' is first agent calling 2nd agent and saying something like "this joker called me to get out of the system

This is not what happens. These people are busy. It's in their interest to transfer you to the correct line and get back to work, not call and conspire with other departments to teach you about the automated menu.

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Kelsarad01 t1_jdryp6t wrote

As someone who also builds these IVRs, it might actually be in an agents interest to warm transfer you because they just took an easy call and can waste time waiting/talking with the next agent while appearing busy. Depends on the agent, but this is common.

Also if pressing 0 or saying operator doesn’t get you to a live person, the chances of “upgrade my account” working is almost 0.

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w33dcup t1_jdss81x wrote

After decades in call centers I can assure you this is what is happening better than 80% of the time.

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Usual-Plankton5948 t1_jdsup81 wrote

Tell me you've never worked in a call center before without telling me you've never worked in a call center before 😂

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