Enterprise Support (284) Week 3 Check Point Ars

Check Point: Using an ARS

The usage of an automated response system (ARS) enables problem identification by directing the customer to the appropriate support services. Identify the advantages and disadvantages of using such a system. Include the perceptions of the employee and customer when forced to use an ARS. How does the ARS affect the quality of the support services? What other technologies may be used to facilitate computer support, and how are they important?

I believe there are several advantages to implementing an ARS in a business such as the fact that an ARS saves the company money because it can complete the job task of several people answering multiple incoming calls without having to take a break, or becoming overwhelmed in a typical setting. An ARS can also reduce the amount of errors in transferring incoming calls to the appropriate departments.

Other advantages to an ARS are:

* Customers are directed to the appropriate support and assistance pertaining to their issue such as the Billing, Customer Service, or Technical Assistance departments.

* Customers in need of specific information can listen to pre-recorded information such as business hours, business address, or technical assistance for common occurrences.

* Customers that can easily navigate through the options provided feel as if they are eliminating their wait time.

Disadvantages go hand-in-hand with advantages. I believe there are just as many disadvantages to an ARS with the customers in mind. For example:

* An ARS may further anger or irritate a customer that wishes to speak to a person immediately.

* Customers may not understand how to navigate the options of the ARS

* Customers may accidently choose the incorrect option for assistance and become angry when they reach the wrong department

* ARS may be thought to be "impersonal" and a deterrent to the customer

I believe there may be mixed perceptions for both the employee and customer that are being forced to use an ARS. Employees that are being forced to use an ARS may have the perception of being replaced, or may feel as if they were inadequate to do the job of fielding incoming calls themselves. Other employees may see the ARS as a sign of progression and may welcome the "assistance" of an ARS with answering and directing incoming calls.

The perception of the customer may vary between positive and negative in a similar manner. Customers that are forced to use an ARS may immediately feel as if the ARS is time consuming with having to listen and navigate through options. Other customers may feel unease about becoming confused or