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Essay / Research Paper Abstract
This 6 page paper begins with the irritation many people are feeling at having to 'push 1 for English' when they call major corporations in the United States. The writer reports comments from other authors that delve a bit into the illegal immigration problem. The rest of the paper discusses the automated response systems called IVR (interactive voice response) systems where we have to get through layers of digit-pushing. The essay provides an example of the reduction in costs for companies. Bibliography lists 7 sources.
Page Count:
6 pages (~225 words per page)
File: MM12_PGpsh1en.rtf
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Unformatted sample text from the term paper:
that, their likely thought is: WHAAAAAT! "You Gotta be kidding!" For many people, this is not only irritating, it is insulting. But it does not stop there. After you
"Push 1 for English," you are confronted with an assortment of other choices, depending on the business youre calling: push 2 for bank balance, push 3 for last check
processed, push 4 for something else. When you reach another point in this absurdity, if you are calling a bank or credit card company, you will be asked to use
the numbers on your keypad to enter or account number. These numbers are about 16 digits long, what if you push a wrong key? You start all over again. Then,
there are the systems that say you can key in the numbers or speak them. If you do neither, as I did a few times thinking this would mess up
the system and get a real live person on the phone, you will get a message such as: "Im sorry, I did not understand you." In other cases, you can
go through a series of pushing 7 numbers and never get a person or after all that, you might get a message, such as: "If you need to speak to
a representative, push [another number that is not always 0]" What happens when you get to a real live person? You have to tell them your account number you already
keyed into the system. There have been a number of writers who have commented about this in newspapers and other printed material. There are also numerous Web blogs about it.
One thing is certain, there is no-one who calls for customer service who is not aggravated by this automated system. Lets return to the "Push 1 for English" issue.
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