Yesterday's San Jose Mercury News talked about a web site that lets consumers avoid phone trees. www.nophonetrees.com. The article http://www.mercurynews.com/search/ci_7622201?IADID=Search-www.mercurynews.com-www.mercurynews.com gives detail on how consumers can go to this web site, click on a company they want to talk to, provide their phone number, Bringo then gives them a quick call back to confirm the request is real. You then hang up - take advantage of the extra minutes in their day - and wait for Bringo to call you back with a live agent on the line....at the requested company. I tried it. Bringo connected me to a live agent in a minute. (impressive) That agent however, couldn't answer my question. (less impressive) (I wanted to know my airline mileage status, and didn't have my frequent flyer number handy and this agent didn't have access to the data.) I was then transferred, and put on hold for an agent who could answer my question. So while I didn't have the upfront holding pattern - I didn't avoid it altogether.
Is the consumer's goal - really a "live" agent? Does getting a live agent equal "answer?" Sometimes an automated system can capture data needed (doing the job of multiple agents) to get you to resolution faster. It isn't going away, it is improving. But do you feel options like Bringo is putting out there will help the consumer? and take off?
What is your business POV? what is your consumer POV?
Why don't you try it out at www.nophonetrees.com and tell us about your experience.