How to Get a Human on a Voice Activated System
Quick Tips to Speak with a Person on Automated Phone Messages
Oct 16, 2009
Some phone answering systems are now voice activated and will prompt people to say what they want with a choice of options. This may help those who prefer a hands-free automated phone system. It may also work well if the recording quickly answers the customer’s question, but “I want to speak to a real person” is usually not a given option on the first prompt of the phone tree.
Unfortunately, there is no one way that works to get through every voice-activated automated system. Some companies offer great phone support that is easy to navigate while others leave customers wondering if they set down the phone and picked it up the next day if they would still be on hold. Some systems only recognize “valid” entries and will keep repeating the same question or hang up on customers that do not say one of the options listed.
Here are a few options that may work for customers who are trying to navigate through a voice activated phone tree and talk to a human:
Silence May Be Effective in Getting Through a Voice-Activated Phone Tree
If the option to speak to a representative is the preferred choice of the caller, sometimes not speaking at all will prompt the system to roll over to a live operator. Be prepared to wait a few moments because many of these voice-activated systems may repeat the question before transferring the call.
Stating a Desire to Speak with a Person May Actually Work on a Voice Activated Prompt
If a customer wants to speak with a live person and the phone system does not offer that as an option, try saying something that does not resemble any of their options, like:
- “I want to talk to a real person.”
- “Customer service.”
- “I’d like to speak with a human being.”
- “Get a human.”
- “Talk to a representative.”
Noise May Work if Trying to Speak to a Real Person on the Phone
Voice-activated phone systems are “trained” to recognize certain responses and may accept various accents or anything that remotely resembles a choice given in the options. Mumbling, saying something unintelligible, or making noises may move the call to a live customer representative. Even children crying in the background may pleasantly surprise a customer who finds herself talking with another human being rather than going through a long list of computer-generated questions.
Trying a few Spanish words might get human help quicker too, although this technique will not be very effective if the system has Spanish-speaking computer generated answers and the caller does not speak Spanish. Some systems may recognize Spanish words and may route someone speaking Spanish to a queue that may be shorter. Spanish-speaking representatives may be bilingual and can easily help English-speaking customers.
Speeding Up the Process of Speaking with a Human on the Phone
Customers may have questions that cannot be answered through an automated system, or they may prefer to speak with a human. If that option is not offered on an initial phone tree, some customers have found that silence, stating what they do want, or making other noises may get them transferred to a live customer service representative. Those interested in quicker navigation of automated phone systems may find helpful information in an article about web sites that offer specific strategies for people who want to speak to a person instead of a machine. For additional information, read How to Get a Human on the Telephone.
Readers are welcome to post their own strategies for getting a person on the line.
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