Having worked in multiple call centers in my past, I understand that phone trees are a necessary evil, but I will never understand why they have to be so poorly designed. Beyond any phone tree frustration, I absolutely loathe when the robo-voice forces you to talk to it. If it gives you the option to key in responses or to speak them, that's fine - but give me the option. Don't force me to interact vocally with a freaking robot. This is probably especially painful for people who hate talking on the phone. There are, like, two people in the world that I enjoy talking to on the phone and the cylon trying to figure out which department to shuffle me to is certainly not on that list.