These suggestions will improve the customer experience with the *611 IVR.
IVR should state what business hours are in case the caller goes to a queue that isn't open
IVR should state "high call volumes at this time" kind of message only when there are actually high call volumes
IVR should have an option for a callback without losing position in queue in case a waiting caller gets disconnected.
Recently I called *611 needing support. I was immediately greeted with "high call volumes, long wait times" kind of message. I waited and after 10 minutes my call was disconnected. Frustrating, to be sure. A disconnect happened again an hour later too.
Undeterred I tried later in the evening at 1845h local time. I went through the IVR choices and prompts only to hear "we are now closed please call back during regular business hours" and the line disconnected.
At 0645h I tried again ... still closed. At 0705h again, and now I once again hear "high call volumes" message and am then handled by an agent.
The whole experience left a sour taste due to:
There is no indication what the hours of service actually are for a given queue
The whole "high call volume" message seems to be false if it is in place but there is a near zero wait time
Getting disconnected happens but this is excessive (2 out of 2 tries)