One individual trying to answer every telephone call arriving in your organization becomes an impossible task when several customers are calling at the same time. They will always be times of the day that are more popular than others. At other times of the day, your switchboard operator or receptionist will have nothing to do. An up-to-date technologically advanced automated phone system will dramatically change the way you communicate with your callers.
When an Automatic System Helps Your Company
Unless you train another dedicated individual to answer your telephone calls, you may move to an automated phone system when your receptionist becomes unavailable. If you introduce a menu based system, you may annoy customers by making it difficult for them to get through to the individual they need to speak to.
The ideal situation is for your customers to be able to call the organization and speak naturally by explaining what they need to do and why they are calling. Advanced automated phone systems can understand what your customers are asking for and direct the call to the most suitable individual that is available to speak to them.
Reasons for Using Automated Phone Systems
Some organizations use automated phone systems to help customers process payments. This frees up an employee who would previously have needed to receive the information. Where the system works perfectly, it is good for all parties but does rely on the computer system understanding the information that the customer inputs.
Some companies use modern phone systems to improve the efficiency for receiving calls and by providing detailed information that the customer may not have searched for online.
Where a customer queries any of this information, they need to speak to a human, an individual that can answer their questions and help them achieve the level of service that they require. They need to reach the right person by speaking naturally.
