September 6, 2007
USCIS Customer Service Input
The USCIS Information and Customer Service (ICS) Division is in the process of revamping the National Customer Service Center Interactive Voice Response (IVR) scripts. The IVR is the automated portion of the 1-800 number that applicants/petitioners listen to get information or to be led to a Customer Service Representative (somebody they can talk to).
There currently is a lot of info on the IVR about how to order a form, get case status info, change your address, etc. ICS is reviewing how to streamline IVR to make it fit the needs of the callers.
This is a good opportunity for you to provide input so that ICS can mold IVR scripts to fit your needs. Please send me your comments by September
14 so that I can bring it to ICS' attention. You may wish to respond by answering the questions below...
* How would you like to see the IVR simplified?
* What do you LIKE or DON'T LIKE about the scripts
* What has been your general experience when using the IVR
(before it goes into tier 1, when you speak with a Service
* What is the frustration level and what is the source of that
* How would you like to see the IVR scripts improved?
* Do you use the IVR or do you hope to get a live person?
* If you use the IVR, what is the most useful feature?
* What feature(s) is a waste of time?
* How do you like the organization of the information?
* Is it user friendly?
* How could it be more user friendly?
Your input is greatly appreciated.
Lucee Rosemarie Fan
Community Relations Officer
Office of Communications
U.S. Citizenship & Immigration Services
Department of Homeland Security
630 Sansome Street
San Francisco, CA 94111
September 6, 2007 | Permalink
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I have never found any of the automatic messages useful at all. As long as the US immigration law is as complicated as it is, there will never be much benefit in prerecorded messages. They usually leave the listener more confused than before. Most listeners call to speak to a representative and it is a complete waste of time to let them all go through confusing and useless prerecorded messages. This doesn't reduce the volume of calls. It just creates unnecessary frustration.
Today I tried to get through the menus to finally reach a human voice. I called on Monday (no holiday) 2:33 pm and after pressing many buttons, got the following message: "To speak to a customer service representative, call back bewteen 8 am and 6 pm Monday through Friday." This is an insult. If the lines are overstrained, better tell that to the caller right at the beginning. The current system of handling calls, I'm sorry to say this, reflects either diregard for the people in needof advice, or sheer technical incompetence. USCIS should be able to do better. And yes, we are already paying huge amounts of money for the processing of forms that the government requires us to submit, so it should at least be possible to get to talk to somebody.
Posted by: piglet | Oct 8, 2007 12:38:14 PM