The document provides tips for creating an efficient automated phone system. It recommends keeping the intro message brief, leading with the most commonly used options, using plain language to simply describe the options, and allowing users to exit the system by pressing zero. It also suggests speaking clearly when recording messages, recording multiple greetings with relevant information, and letting users replay the options. The overall goal is to make the system user-friendly to provide a good customer experience.

1. Keep It Simple
A long intro message will most likely annoy people looking
for information, so keep it brief. “Thank you for calling (Your
Company) …” should be enough.
Lead With the Most Commonly Used Options
Don’t make customers wait for the option they’re most likely calling to use. If you’re
a pharmacy, for example, make the first option a prescription refill request. Here’s a
flowchart example:
Describe the Options Simply
Avoid industry jargon when scripting your menu. Use plain
language and keep descriptions brief.
Use Zero to Give Users an Exit
Whether it takes them to a live operator or puts them straight to
voicemail, make sure the “0” (zero) key allows users to leave the
automated system. Most people will press this key if they get
confused or frustrated anyway.
Speak Clearly
When recording the outgoing messages, be sure to enunciate
and speak slowly so your customers will be able to understand
and have enough time to make a selection.
Record Multiple Greetings
Giving your customers information based on when they call can
be useful. “Our offices are currently closed, and will reopen at 8
a.m.,” for example.
Let Users Replay the Options
No matter how long or short your menu is, customers will
appreciate being able to replay their options. Let them know at
the start that they can hear the choices again by pressing a key.
www.telware.com
How To Create
An Efficient
Automated
Phone Attendant
Nearly half of consumers will take
their business elsewhere if they have
a bad experience with an automated
phone system. Here are some tips for
creating one that’s user-friendly.