Direct access to a contact center officer

NTUC Income won the global, most innovative award for its contact center.

A key feature is the direct access to a contact center officer. The call is answered within 3 rings by a human voice. This is welcomed by customers.

Most contact centers operate differently:

* the call is answered by a machine
* you have to hear the different options and press a button to get ahead
* you often have to spend 1 or 2 minutes, before you can talk to a person
* if you are unlucky, you have to wait for that person to be available
* usually, they are not able to help you anyway

Which model do you prefer? NTUC Income or the conventional model?