Hassle of booking an appointment

I called the Singapore National Eye Center to book an appointment. I still had to press 3 buttons before I talk to somebody.

For English, press 1
To book, change or cancel an appointment, press 1
To change or cancel an appointment, press 1 to book a new appointment press 2.

After getting through, I get a message ... "You are the first on the waiting list". Still I have to wait for a while before somebody answers.

I get the impression that the people who designed the IVR system wants to make the public go through many barriers.






It should have been quite easy to have the same staff handle booking, change and cancellation in 2 languages.