NPR Podcast: Getting to a real person

This interested me because I used to work in a call center and one of the larger complaints that I recieved was how long it took to talk to a real person. I worked for a call center that handled health and welfare benefits and it was normally the older people that had this complaint.

Here is the NPR Story link:
http://www.npr.org/templates/story/story.php?storyId=5024153

Here is the Webiste to bypass the IVR Menu Options:
http://www.paulenglish.com/ivr/

Thanks for reading.