Automated Answering

For many companies, automated phone reception makes sense. It can be nicely efficient and useful for the caller. However, you have to do this well. If you don't, you come across as incompetent.

Five Rules:

1. One layer is best. Two if you must. Try to avoid a series of menus. Don't try to do too much.

2. Make sure there is a way for the caller to opt out of the menu system and get to a person immediately. Train that person well. It's not that hard.

3. Make sure the instructions are clearly spoken and accurate.

4. Set up an appropriate alternate menu for after hours (if applicable)

5. Periodically test your own system by calling and trying all transfers.