How to Get a Real Person on the Telephone

Time-Saving Tips for Skipping a Phone Tree & Talking to a Human

Oct 16, 2009 Katrena Wells

Many companies use automated systems that route calls. Here are some time-saving tips for climbing to the top of the phone tree when wishing to speak with a human.

Press 1 for questions about this, press 2 for information about that…say this if you want that, say that if you want this…some people like automated phone systems but many do not. Most people have, at some point, tried to call a company and found that the automated messages seemed to produce an endless array of choices, none of which easily and quickly offered a choice to speak to a human.

Here are a few practical tips for getting past an automated phone tree in order to speak with a live representative.

How to Get Past a Phone Tree to Speak With a Real Person

Some businesses realize that some customers prefer to speak directly with a customer service agent and offer an early option for that. It may be worth the time to listen for that prompt or to see if there are online options such as live chat for customer service. If the company does not offer these options, some people may have success with:

1. No response
2. Choosing an option that may have a shorter wait time
3. Trying strategies for specific businesses listed on web sites

Try No Response to Get a Real Person on the Phone

Many systems will automatically route calls to a person if the caller remains on the line without touching buttons or saying anything with the assumption that the person is using a rotary phone. Although AT&T installed its first touch-tone telephone in 1941, some folks do still have and use rotary phones today.

Some companies began to catch on to the fact that many people with touch-tone phones were simply waiting on the line and decided to get savvy. For example, some companies now put a first message of “For English speaking customers, please press __ or say English.” Once the customer presses a button, the automated system knows the customer does not have a rotary telephone.

Try Connecting to an Area That May Have Shorter Wait Times

Some queues have more customer service representatives because businesses recognize that customers may seek goods and services elsewhere or they may not be as likely to collect payment if the customer must wait to place an order, make a payment, or cancel service. Try connecting to areas such as sales, account cancellations, payment options, etc. Ask for the sales representative’s name, rep number, and the number to which the line is being transferred first and write this information down for future reference.

Systems that offer a Spanish speaking queue may have bilingual representatives that can also speak English. Sometimes the wait times are shorter for the specific Spanish-speaking branch of the phone tree.

Choose Strategies for Skipping Phone Trees That are Specific for That Business

Several web sites have extensive lists of businesses and offer specific tips that customers have found helpful in getting through to speak to a human. The article entitled Want to Speak to a Person Instead of a Machine? offers information about two of these web sites, including links.

Getting Past a Phone Tree to Speak with a Human

Customers may think that their only option for speaking with a customer service representative is pushing one button after another on a phone tree, hoping there will be an option for speaking with a real person somewhere down the line. Some people have found success in getting past a phone tree by not responding to prompts, connecting to areas that may have a shorter wait time, or using strategies from web sites that list options for skipping the phone tree that have worked for specific businesses.

Those who wish to skip phone trees with voice-activated systems may find helpful information in How to Get a Human on a Voice Activated System. Readers are welcome to post helpful hints in the comment box below.

The copyright of the article How to Get a Real Person on the Telephone in Consumer Education is owned by Katrena Wells. Permission to republish How to Get a Real Person on the Telephone in print or online must be granted by the author in writing.

Save Time by Avoiding Phone Trees	Customers with Rotary Phones May Get Faster Servic	Some Web Sites Offer Tips to Get Around Phone Tree
Offering Choice Around Phone Tree Builds Trust	Phone Trees Offer Long Waits for Many Customers

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Comments

Nov 1, 2009 12:41 PM

Cyndi Allison :

I always end up in the phone loop and then disconnected and have to start over. Sigh. Will have to try these tips. Tks.

Nov 1, 2009 12:52 PM

Katrena Wells :

I've had the same problem. Some sites don't have an option to go directly to a person, but those web sites listed in Want to Speak to a Person Instead of a Machine just might have the company that you may be trying to call.

2 Comments