Just had to phone a provincial newspaper to cancel a subscription for my elderly Dad, who is now no longer in a position to read the newspaper. All the IVR options were a good old "Kiwi" voice, but then I found myself talking to a staff member in the Fairfax Media global call centre (Philippines I think) on the worst VOIP connection I have ever experienced. I could not even understand the person at the other end. Tried twice more before I got quality I would describe as "passable".
Do you think organisations ever conduct voice quality checks on customer experience?
Anyway, tweeted them about it, so see if them respond...
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