Disney's Phone System

captainkidd

captainkidd

Well-Known Member
Really sucks, at least compared with Universal's. Not just the wait time, but the automated system. They ask you about 10 questions before you get to a live person, which the automated attendant can never make out, then you just have to repeat all this information to the live operator.

Universal just gets you right to an operator after about 20 seconds.

Sorry. Just a gripe.
 
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DaddyDisneyMan

DaddyDisneyMan

Well-Known Member
captainkidd said:
Really sucks, at least compared with Universal's. Not just the wait time, but the automated system. They ask you about 10 questions before you get to a live person, which the automated attendant can never make out, then you just have to repeat all this information to the live operator.

Universal just gets you right to an operator after about 20 seconds.

Sorry. Just a gripe.
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I'm going to have to agree with you 100%. I remember booking my trip last year and the phone system was horrible IMHO. I would like to be able to speak to someone ASAP.
 
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D

DisneyDebNJ

Well-Known Member
captainkidd said:
Really sucks, at least compared with Universal's. Not just the wait time, but the automated system. They ask you about 10 questions before you get to a live person, which the automated attendant can never make out, then you just have to repeat all this information to the live operator.

Universal just gets you right to an operator after about 20 seconds.

Sorry. Just a gripe.
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I just keep saying *Customer Service* when they give me options... and low and behold I get a REAL person LOL
 
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Master Yoda

Master Yoda

Pro Star Wars geek.
Premium Member
Comparing Disney's phone system to US is kind of like comparing the phone policies of an office consisting of 3 people to one with 3000. The systems have to be different to deal with the different volume of calls efficiently. The questions you answer help to route the call to the right CM in the right department with the right experience level. Nothing more. The other option is dozens of people needed to simply answer the phone and manually direct calls. A manual system would be overwhelmed during even the mildest of peak times resulting in busy signals.
 
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captainkidd

captainkidd

Well-Known Member
Original Poster
Master Yoda said:
Comparing Disney's phone system to US is kind of like comparing the phone policies of an office consisting of 3 people to one with 3000. The systems have to be different to deal with the different volume of calls efficiently. The questions you answer help to route the call to the right CM in the right department with the right experience level. Nothing more. The other option is dozens of people needed to simply answer the phone and manually direct calls. A manual system would be overwhelmed during even the mildest of peak times resulting in busy signals.
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It's not just the fundamentals of the system. It's how it works, which is horrible. Most large companies have an automated attendant, but Disney's is just really bad at understanding the caller.
 
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Master Yoda

Master Yoda

Pro Star Wars geek.
Premium Member
captainkidd said:
Yeah that.
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That can actually be on your end. Disney's voice rec works very well, but all it takes is a garbled connection to send it into a tizzy. It can also have issues with accents.

Back when I was a TA I was calling Disney multiple times per day and going through an even longer menu than you get. Everything was fine on our hard line, but because are cell reception was so bad at our house I could not use my cell. I could hear them just fine, but my voice was inconsistent on the other end. When we ditched our hard line I had to switch over to Skype to call Disney.
 
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captainkidd

captainkidd

Well-Known Member
Original Poster
Master Yoda said:
That can actually be on your end. Disney's voice rec works very well, but all it takes is a garbled connection to send it into a tizzy. It can also have issues with accents.

Back when I was a TA I was calling Disney multiple times per day and going through an even longer menu than you get. Everything was fine on our hard line, but because are cell reception was so bad at our house I could not use my cell. I could hear them just fine, but my voice was inconsistent on the other end. When we ditched our hard line I had to switch over to Skype to call Disney.
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No accent, so that isn't it.

I called from my work landline and it had a problem, so then called from my cell phone. Had issues too. Cell I can understand but the landline is fine. I speak with people all day on it.
 
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Master Yoda

Master Yoda

Pro Star Wars geek.
Premium Member
captainkidd said:
No accent, so that isn't it.

I called from my work landline and it had a problem, so then called from my cell phone. Had issues too. Cell I can understand but the landline is fine. I speak with people all day on it.
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All I can tell you is I have called the reservation center hundreds, if not thousands of times over the last few years and the only time I have had the voice rec system fail was either on my cell in my house or when my internet speed dropped to a point where Skype could not produce a clear call.
 
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