Are you currently using an automated voice system to handle your phone calls? Are you wondering why people call and hang up without attempting to make their way through the crazy routes that the system gives them in order to finally reach their destination even if it’s something as simple as a voice mailbox?
How many times have you hung up from calling your local company rather than dealing with a system that is confusing? Most of the time these systems are in place to try and minimize response time for a caller but they also end up being the furthest thing from user friendly for the caller. Now the most important question to ask is if you really want to subject your own clientele to that type of treatment or would you rather have them happy with speaking to a live person?
The idea is great, trying to reduce the time it takes to properly handle a call but if your clients are getting lost in the routing of the system it’s not going to help its going to hurt. The idea is great, a system that is in place 24 hours a day, 7 days a week, year round even with holidays. It is able to answer the phone, directing the call but never takes sick days and works as quickly as possible. The problem is that the call is only routing as quick as the caller is making the proper sections within the system.
The sad fact is, most places do not properly maintain the system to keep it user friendly or a person refuses to even try one. So now the question is why you keep torturing your clients with the only option of talking to a machine rather than a human?
There are some auto attendants that do not play nice when it comes to those of us who are fast talkers, you will constantly here the “Please Repeat” when you are attempting to make a selection. Many of the AVS’s or AA’s out there do use some type of automatic speech recognition software but the issue is that sometimes it’s harder for the system to hear what you are trying to say as none are perfect.
Just imagine it now; you have already wasted five minutes as you start to realize how much you miss speaking to real people rather than an automated system. Of course it’s much better for your sanity to speak with a real person rather than a machine to start with but you wonder why you even bothered, then it dawns on you and you hang up.
We have all been there and it’s really nothing new. At least with a human, if they ask you to repeat yourself it’s because you may have muffled your voice on accident blocking the receiver of the phone, not because it’s a machine that seems to only understand the basic words of the English language (or worse yet, you are speaking to a system that is in a foreign language).
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