Thank you for sharing!

Your article was successfully shared with the contacts you provided.
Replacing an automated answering system with a human operator may reduce frustrations for workers’ comp claimants.

Most businesses and government agencies use interactive voice response (IVR) systems to streamline the process of getting callers to the correct department or person. Although an IVR can be pretty efficient, it can also be frustrating, especially when you end up in a loop, are on hold for several minutes, or aren’t given the option you’re looking for. In some case, the IVR system is sophisticated enough that you might believe you’re speaking with a person, but you’re still speaking with a machine.

The Oklahoma Workers’ Compensation Commission (WCC) hopes to take some of the stress out of contacting the agency by replacing their automated answering service with a live operator during normal hours of operations. In a statement explaining the reason behind the change, Commissioner Mark Liotta said, “I just find it extremely frustrating to call my government and be met with a recording and computerized options to direct my call, and eventually being put on hold, sent to a voice mailbox, or my call being dropped.”

Want to continue reading?
Become a Free
PropertyCasualty360 Digital Reader.


  • All PropertyCasualty360.com news coverage, best practices, and in-depth analysis.
  • Educational webcasts, resources from industry leaders, and informative newsletters.
  • Other award-winning websites including BenefitsPRO.com and ThinkAdvisor.com.

Already have an account?

Rosalie Donlon

Rosalie Donlon is the editor in chief of ALM's insurance and tax publications, including NU Property & Casualty magazine and NU PropertyCasualty360.com. You can contact her at [email protected]

More from this author

Dig Deeper


Join PropertyCasualty360

Don’t miss crucial news and insights you need to make informed decisions for your P&C insurance business. Join PropertyCasualty360.com now!

  • Unlimited access to PropertyCasualty360.com - your roadmap to thriving in a disrupted environment
  • Access to other award-winning ALM websites including BenefitsPRO.com, ThinkAdvisor.com and Law.com
  • Exclusive discounts on PropertyCasualty360, National Underwriter, Claims and ALM events

Already have an account? Sign In Now
Join PropertyCasualty360

Copyright © 2021 ALM Media Properties, LLC. All Rights Reserved.