Callers to Hawaiian Tel's directory assistance now get a recorded message instead of an operator. Leave the name of the person whose number you are seeking and an operator comes on the line later with the answer.
In an unscientific check, a dozen calls to the 1-411 directory number Wednesday … the first day of the new system … showed response time as long as 40 seconds, up to the point where the live operator's voice was first heard.
Most of the calls got an operator after 25 seconds. A few, seeking a simple, easy to understand name, got an operator with the answer in about eight seconds.
At the Star-Bulletin's request, a Los Angeles resident made three calls to the local Pacific Bell directory assistance number, which is not automated, and got the numbers requested in an average of 19 seconds.
With the new Hawaiian Tel system, giving more than just the name brought the longest wait for an operator:
Recording: "What listing?"
Star-Bulletin: "I'm looking for Russ Lynch."
Recording: "Please wait. An operator ill assist you with that iformation."
Pause.
"Thank you for continuing to hold. Your call will be directed to the first available operator." Pause.
"One moment. An operator will be with you shortly." Pause.
"Thank you for holding." Pause.
That was the track until the operator came on and rapidly found the number, even though it isn't listed exactly that way in the phone book.
The phone company says it will take a little time to get the new system working and cut time for the customer.
On its first day of use, the company's system allows seven seconds for the caller to record the number request.
"Seven seconds can seem like a long time. We didn't want to make it too short. We didn't want to cut customers off," said Wilma Shimomaye, manager of operator services. That time may be cut if Hawaiian Tel finds it's too long, she said.
The company said the system will save their operators seconds per call, which will help it cut costs and better serve customers.
The advantage of the system, which also is used at 1-808-555-1212, is that the operator has the information before talking with the caller, Shimomaye said.
But they're still getting used to it. Handling an average of 1,000 calls a day each, the operators are finding it hard not to say: "This is Malia. What listing are you seeking?" or whatever their normal greeting is, she said.
They'll get the hang of it quickly, though, and they are already enjoying not having to repeat that same greeting all the time, Shimomaye added.
Also, anyone can get directly to an operator and bypass the automated system by dialing the pound sign (#) or zero.
The company said no operators will be laid off because of the switch to the automated system.