Automated phone systems are meant to make things easier for both your business and your customers. They can work effectively and still ensure a smooth customer experience, but your automated phone prompts and menus must be professional and well-organized.
When they’re not, they quickly become a source of frustration for callers, which can negatively impact your business. Fortunately, most of these issues are easy to fix with clear structure and professional voice recordings.
Here are the top 10 things callers complain about regarding automated phone systems, and how to fix them.
1. The audio sounds muffled or low quality
Poor audio quality makes your business sound outdated and unprofessional. Callers may struggle to understand key information or instructions.
Fix: Use professionally recorded, high-quality audio that is clear, crisp, and easy to understand across all devices. On Air can help with that!
2. The menu options are confusing
If callers have to think too hard about which option to choose, or don’t understand where you’re guiding them, your system isn’t working. If callers keep being transferred to the wrong department, they will get frustrated fast.
Fix: Keep language simple and direct. Use clear labels to describe phone menu options that match how customers naturally think.
3. There are too many options
Long menus overwhelm callers and make it harder for them to find the person or information they need. How can they remember option one after listening to 12 options? This leads to mistakes navigating the menu and hang-ups.
Fix: Limit options to the most important choices. Group similar requests together and keep menus short.
4. The on-hold message is repetitive
Hearing the same message over and over can quickly irritate callers, especially if they are waiting on hold longer than a minute or two.
Fix: Rotate messages or add variety with helpful information, updates, or light branding. Add music between prompts to break up the messaging.
5. The voice sounds robotic or unprofessional
A flat, robotic voice feels cold and isn’t exactly welcoming. You want your first impression on your customer to be warm, welcoming, helpful and professional. It builds trust and improves the customer experience.
Fix: Use a professional, natural, and confident voice that aligns with your brand. We can help you find the right voice in our vast voice talent pool.
6. There is dead air or silence
Whether you are using dead air when customers are on hold, or there are long, silent pauses between phone menu prompts, it is bad for the customer experience. Silence leaves callers wondering if they’ve been disconnected. Plus, studies show that customers who wait in silence are most likely to hang up sooner.
Fix: Ensure your phone prompts are not delayed and fill gaps when on hold music or messaging to reassure callers that the system is working and someone will be there shortly.
7. The information is outdated
Outdated information on your phone system creates confusion and frustration. If you’ve changed staff, departments, hours or other information, make sure you update your phone menu and prompts. Getting the wrong department or being looped around in a phone menu over and over will lead to hang-ups.
Fix: Review and update recordings regularly to keep information accurate and relevant. Make sure your callers can find the information they need as quickly and painlessly as possible.
8. The greeting or prompt is too long
Long-winded messages and phone prompts slow callers down and test their patience. You don’t have to go on and on about your business in your initial phone greeting. Generally, people just want to get the information they called for.
Fix: Get to the point quickly. Deliver only the information callers need to move forward and get what they’ve called for.
9. The music or message on hold is too loud and distorted
Poor sound balance can make listening uncomfortable and difficult to get the information they need. If you’re unsure about the sound quality of your phone system, call yourself. If you don’t like what you hear, neither will your customers.
Fix: Ensure audio levels are properly mixed and optimized for phone systems. The issue could be the recording itself or your system. We can help with the audio recording, and for other issues, contact your telecom service provider.
10. The hold music is dated or repetitive
Many phone systems come with stock on-hold music. You’ve likely heard the same boring, repetitive loop played when calling several different businesses. If this bothers you, it bothers your callers. Elevator music, or generic audio loops, is annoying for everyone.
Fix: Invest in professionally recorded and voiced on-hold messages that feature engaging messaging, information, and modern, on-brand music. This will better reflect your business and enhance the caller experience.
For help fixing issues with your phone system messaging, contact On Air!
