Almost everybody has been on the customer's end of an automated phone system. Though the theory behind automated phone systems is that they are more efficient and professional, they rarely work out that way. The experience is usually frustrating and ends with little or no customer satisfaction. Dissatisfaction on the customer's behalf does not benefit the business that has invested in the automated phone system-which is why it is in the best interests of both the customer and the business if steps are taken to make automated phone systems user friendly.

A Friendlier Face Of Business

There are several steps that can be taken to make automated phone systems more conducive for customer use. First of all, the initial introductory message should be brief, limited to a few sentences. Most customers do not have the patience to listen to listen to a lengthy message spoken in an automated voice.

Regarding the options on automated phone systems, studies have shown that customer satisfaction is higher when there are a maximum of five options. Additionally, the system is typically considered friendlier to users if the options are given first, followed by the number. Customers also find it helpful if there is an option to repeat the list of options that has already been given to them.

One of the greatest sources of frustration surrounding automated phone systems involves customers trying to establish contact with an actual person. "Dead ends" that require the caller to hang up and call again only fuel this frustration, and not being given the option of reaching a real person at all is just cruel. The best automated phone systems should avoid routes that lead to dead ends and provide the option of talking to a live employee at some point during the transaction.

Perhaps one of the most annoying features of an automated phone system is not providing an immediate option for the customer to reach their party, or a live receptionist, to speak to. Although the option to select "0" at any time during a recording should be standard, equally as important is the ability of the caller to connect immediately to their contact. Click-to-Call buttons, sometimes referred to as "Ring-Me", are more commonly used now as an option for a caller to request an immediate callback. Certainly this callback option is superior to getting lost in... "press 1 for this" - "press 2 for that" - "press 3 for those".... "press 149 for all of the above". You get the picture.

A Better Way To Do Business

If businesses make their automated phone systems user-friendlier, the benefits to be reaped are endless for both the consumer and the business. In return for their satisfaction, customers will give the best of their business.

Owner of http://www.my-telework-tools.com, Barbara is an Organized, charismatic and energetic professional with a track record of streamlining office operations, quality work, and playing key roles in the company's management services. Known to be an articulate and diplomatic communicator, team player and builder, she establishes productive rapport with peers, management suppliers and clients.