Terrible IVR

Whoever decided on the routing and responses of your IVR has clearly not used it. In order for me to get to the point where I could speak to a consultant it took over 3 minutes. <br> <br> Part of the three minutes required me to put in my ID number and claim number, but when you eventually speak to a consultant they still ask for the same information again.<br> <br> I work in the call center industry and can honestly tell you that whoever designed yours has no idea what they are doing.<br> <br> Good luck keeping customers happy with that.