Bank of America Telephone Self-service still is awful:
We evaluated the Bank of America telephone self-service line over five (5) years ago when the speech-activated service was first installed. This month we decided to re-visit it to see if they had fixed any of the many problems that we had previously identified.
About the only positive thing that was observed was that the BofA telephone self-service did not get much worse than when we originally tested it. Virtually all of the problems that were identified over five years ago still remain as problems. BofA now refers to their agents as “associates” and they used to call them “specialists”.
The lack of basic personalization is a real irritation. After five years, and perhaps 50+ calls, the system still greets me by announcing that I can disable the speech feature and provides detail instructions on how to do it. I call from the same phone all of the time, so implementing CallerID would make it easy to eliminate this problem. This is a gross waste of my time.
Why on earth does it insist on wasting my time telling me things over-and-over each time that I call.
The speech recognition is awful. It was unable to recognize my access ID or my PIN. I finally had go to TouchTone in order to access my account.
The entire application is still painfully slow and hard to use. It is much to verbose. They disable overstrike, which forces you to listen to their lengthy prompts. They still don’t tell you how long the wait queue is.
When you see how really badly the BofA telephone self-service application is implemented, it’s no wonder that users detest telephone self-service so much.
As a call center manager I can tell you it's no easier on our end. Please be nice when you finally get a human on the line, it's not our fault!
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I second that. We don't have much say over how the automated system is rigged. I'd get fired for saying this out loud, but Bank of America doesn't care about their credit card customers.
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