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Strengths and weaknesses of an automated telephone system

Phone System Companies

Written by Amy Whittle

While many costumers value having a person answer their phone calls, an automated telephone system (also known as an auto attendant) can route basic calls to the right person quickly, reducing the time a person must wait before speaking to an actual company representative.

Strengths of an automated telephone system

While most businesses would prefer to have the budget to pay a receptionist to answer every call, a good auto attendant telephone system will help important calls get through the system quicker. They are also excellent at providing customer support before or after regular business hours.

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Customized solutions. A well designed automated telephone system will offer you several levels of customization. You should be able to alter the auto attendant's response depending on the time or day of the week. An auto attendant should offer not only a menu system for directing calls to different departments, but also customized menus to further direct calls through large companies.
Better customer service. While clients may report disliking automated telephone systems, they are the quickest way to offer support after hours. A carefully thought out message can help a client to get the information they need outside of typical business hours, or direct them to call another number in case of an emergency.

Weaknesses of an auto attendant phone systems

While an automated telephone system can potentially offer significant savings to a business, it is important that the system is designed well enough to avoid annoying customers. A lengthy greeting or poorly designed menu may seem like a mild annoyance, but may drive away a customer with a problem or one who has difficulty navigating the system.

No direct-to-operator button. While some companies have eliminated the ability to connect directly with a receptionist, a customer who is unfamiliar with a particular auto attendant may not be able to find the correct department. For this reason, allowing a caller to press "#" or "0" to connect to a receptionist is essential if you want to avoid angry clients.
Only department extension numbers accepted. For people who memorize department extensions, typing in the four digit extension may seem like a quick path through the phone system. However, most people remember names, not numbers. Try looking for a system that also allows you to locate the correct department by typing in the first few letters of a person's last name.

The phone system dealer you choose should help you install and set up your automated telephone system to avoid these and other problems. Find the best price on an automated telephone system and save money for your business.