Press '1' for ChineseHotline systems under fire
By Joanna Lam
The telephone line is busy now. Please call again later." This is the usual reply of some hotlines.
The hotline system is called Interactive Voice Response System. It is a new and advanced system in the Territory that takes care of simple inquiries. Complicated queries are still handled by customer service staff.
The system helps companies not only to deliver better customer services but also enhance staff productivity.
Nowadays, many government departments and public corporations such as Hongkong Telecom, the Water Supply Department and the Housing Department, have adopted this system.
Said Miss Hazel Ip Fung-kam, senior publicity officer for complaints and enquiries at the Housing Department: "In the past, citizens had to memorise different telephone numbers for different enquiries. Now, they only need to know our hotline number.
"Besides, information can be updated frequently. The public can know more details through the hotline," she added.
Miss Adeline Chu Sau-wa, executive officer of the customer enquiry section of the Water Supply Department, said, "The Water Infolink Hotline was established to lessen the workload of our operators. Moreover, we hope to reduce the number of unrelated phone enquiries."
However, some citizens are not satisfied with hotline systems.
Miss Sandy Wong, a salesperson, complained, "My water meter broke down last year. I tried to dial the hotline for help. But after dialling for about 20 minutes, the phone was still engaged.
Miss Ada Chan, a Form 6 student, also dislikes hotlines.
She said, "I really doubt the effectiveness of such hotlines. No one answers your call."
According to Miss Ip of the Housing Department, they have received complaints about this.
Said she: "Usually, the hotline can be easily connected. However, if many people dial at the same time, you need to try several times before the call can be connected."
Mrs. Lam Kwok Tai-hoo, a homemaker in Tuen Mun, shared this experience.
She said, "I needed to have an appointment about applying for public housing. Although I required a direct contact with the operator through the hotline, a recorded voice told me the operators were busy. I had to either call back later or wait."
With the help of these hotlines, some people may think the workload of the operators can be reduced.
However, Miss Chu of the Water Supply Department disagreed.
"Actually, the number of enquiries has not decreased. In the past, it was about 21,000 to 23,000 per month. Now, it is about 30,000 to 40,000," she said.
Miss Chu regarded the hotline as "fully utilised", and more operators are needed to handle the increasing number of enquiries.
Miss Ip said, "The public should listen to the instructions carefully and repeat the procedure repeatedly if needed.
"The operators will just give the same information as the recorded one," she added.
But she admitted that not all information is included in the hotline service. Some special and individual cases cannot be solved this way.
Miss Chu said, "Many old people dial the hotline to ask about their own cases.
"They think a direct response from the operator can help in their applications," she said. "However, this is a misunderstanding."
She revealed that it is better for the public to approach the staff in nearby offices directly for details.
According to a spokesperson for the Hongkong Telecom, users are becoming more receptive. Among them is David Cheung, a Form 7 student.
Said he: "The hotline systems help me a lot. I know what documents to bring for interviews and applications. This saves me time and money."
Meanwhile, Miss Chu said, "We are trying our best to improve our hotline system and hire more operators."
