Automated Telephone Answering Services why use them? A lot of big companies are now using these services to filter calls that come through to their staff and to make more money. Why use them in the first place! In an ideal world you as a customer should be given the number for the correct department whether it is provided online or an invoice. Or companies should hire more staff to work at the main department of customer service so they can direct callers to the correct departments if they cannot help.
By providing callers with less options and more person to person interaction you’ll find that your customers will be a lot happier with the service that they are receiving. You should also find that customers wont be as angry as they are not having to go through loads of options to try and get through the right person. We’ve all experienced it where you go through all the options, get through to someone then told “Sorry Sir your actually through to the wrong department” then your put back on hold and bounced to another department. This only makes things worse! By having more staff handle the initial calls and have them direct the caller to the correct department you will find that callers should be on the phone for less time and have a better experience when interacting with your business.
Sean Bland, Frontline Telephone Answering Service