Secret call centre codes that could save £100m
His secrets have been revealed, and could save us an estimated £100 million.
He says the worst call centres have more than 80 options in their phone menus with up to 7 levels of menu. He says: "Some might say this is the modern equivalent of Dante's circles of hell." One example is HMRC, where it can take up to 6 minutes just to get through the menus before a joining a queue for someone to actually answer the phone As one of the UK's busiest call centres, they receive 79 million calls per year. That means each year, callers to the taxman spend 4.3 million working hours just navigating menus.
He is campaigning for better menu design to save us time and money. However, in the interim, he has published the results of his research on his website www.pleasepress1.com.
How it works
So, for example, if you have home insurance with Lloyds TSB and you have a water leak to your property you could spend 4 minutes wading through 78 menu options, or you can check the site and dial 1-3-2-1-1-5-4.
If you want a brochure to see how you could spend your Nectar points on travel, you could call Sainsbury's and spend 3 minutes and 7 seconds on 29 menu options, or you could dial 3-1-4-1-1-1.
If you wanted to ask
Alternatively if you have an income tax enquiry for HMRC you could spend 4 minutes and 35 seconds on the 0845 number getting through 74 options on the menus. Or you could dial 1-hold-1-3-2-2.
Clarke estimates that the secret codes could save 1 billion minutes of call time a year. We would also get around the advertising that 68% of organisations use between the options. He has launched a Call Centre Menu Enthusiasts Group, and says: "I've been working in IT for over 30 years and nothing gets me riled up like having my time wasted through inefficient design. This is why I've devoted the best part of seven years to solving this issue."