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Dispatches investigates automated telephone systems

Tuesday 17 January, 2012

By Duncan Heaney

“Victor Meldrew” actor grumbles about computerised phones.

A Channel 4 programme, Richard Wilson on Hold has investigated the effectiveness of automated services, such as computerised telephone systems.

Richard Wilson, most famous for playing Victor Meldrew in classic comedy One Foot in the Grave has produced an article for the Daily Mail in which he reveals some of the interesting discoveries he made during the episode.

In the article, Wilson talks about a survey that Dispatches conducted. Researchers surveyed 2,000 people and asked them which self-service system annoyed them the most. According to Wilson, half of respondents said automated telephones were the biggest pain of all.

Volunteers made 400 calls over three days to some of the UK’s highest-profile banks and utilities companies to see how long it took for each call to be answered by a real person. Banks performed well - Halifax responded to the call within 40 seconds and Barclays took just 28.

Energy companies fared less well. Wilson claims that one volunteer waited half an hour to speak to a Southern Electric representative. E.ON took even longer - one caller had to wait 58 minutes and 17 seconds to speak to a human being.

E.ON claims that its average waiting time is 59 seconds and there are a number of alternative numbers that customers can call. It also highlighted plans to upgrade its phone network.

All in all, it took 14 people 27 hours and 42 minutes to make 400 calls. Wilson also comments on the cost, complaining that companies which use “non-geographical” numbers incur costs where an 0800 number wouldn’t, and that people calling on mobiles will often have to pay extra costs. Wilson estimates that the call to E.ON would have cost £4.41 on a landline and £6.96 on a mobile.

Richard Wilson On Hold offers many other interesting observations. It’s available now on Channel 4’s online catch-up service 4oD.