Yes 4.00 Reach a CSR 49 0 [Or stay on the line to be connected to the next available agent] Hybrid: Press or say system (Ex: Press 1 or say “one”) Yes
task_a_northwesternenergy_1_1.mp3 Off
You want to call your utility and reach a person to speak with as quickly and painlessly as possible. Off Navigation 4 Navigation to a CSR was not readily apparent, with 7 options ahead of it on the same menu. I felt impatient waiting to hear an option. I would prefer to have some of those options (maybe mailing address and transfer to an employee) be moved to a submenu, or lower on the same menu. 210123 Functionality 5 I felt the "Press or say" IVR was user-friendly. I liked that I was given an estimated wait time and a callback option. 210123 Delivery 3 I was immediately annoyed by the loud music during the initial greeting. I would prefer no music at that point. The voice was clear and the tone friendly, but the quality of the voice was not as firm as I prefer. There was sort of an underlying weak growl, as if he needed to clear his throat, I found distracting. I would prefer a stronger speaker. The musak during the hold was easy listening and I like that, but it was a bit loud. I prefer really subtle music. 210123