how about the plainly obvious fact that every call tree system first spends 1-8 minutes going through all the things that you can actually do on the website instead of calling: do you really think they would bother with that if people aren’t calling about stuff that is easily done on the website? sure, we all agree that it is partly designed to get people to hang up in disgust and give up, but that is an obviously insufficient explanation compared to the simpler and more comprehensive explanation that people simply do, as a matter of fact, prefer to use the phone despite it being clearly less useful for easily-computer-able tasks.
>sure, we all agree that it is partly designed to get people to hang up in disgust and give up
actually, as someone who works in this area - no, it's not. it designed to help people to do things and metrics of success are closely monitored
fair enough. i totally believe that, and for the record i threw that bit in as an olive branch to the parent commenter… in retrospect, i shouldn’t have even included that rhetorical sludge. major chesterton’s fence area, that.
It is often both.
not in my experience and it will be more expensive to company