Do you think this is a good way to answer phones?

Mr. G

Hi,

I know this is probably the wrong place but I think the users here are more related to the topic.

were considering changing our phone system IVR.
To put it simply, a customers calls us: IVR (welcome to xxx...) And then will be on hold for an operator.

We don't want callers to hang up with all these commands and the worry is that some people may get confused with the dial 1 for xxx etc? Also, do you think hold music annoys callers?, we always get the phone answered within 2-3 rings..

As business people like myself, I hope ye can help with this..

Thanks a million

Random

please please please don't loop "your call is important to us" for 10 mins while i'm on hold. i'd rather you rotated a few decent songs.

Mr. G

Random wrote: »

please please please don't loop "your call is important to us" for 10 mins while i'm on hold. i'd rather you rotated a few decent songs.

Agree completely! There's nothing worse then waiting ages and having crappy music!

I would have a couple of catchy (royalty free) songs to keep callers entertained! We always answer calls within 2-3 rings so you won't be on hold long!
Would music be better then standard rings?

NathanKingerlee

I'm ready to bite the head off the person who answers after I've had to go through a host of push button selection menus and on-hold music. I really hate that and have left Eircom and O2 partially for those reasons. Personally, I think if the phone can't be answered by a real person; then an answering machine and a call-back within a specified time frame is good customer service...

Mr. G

We would only have two options for the menu:
Welcome to xxx call may be recorded, dial 1 for xx and 2 for xx and connect the call to an operator.

Would this be very annoying to hear the above? I don't want callers to hang up but want to show how professional we are.

I know how frustrating to go through all these menus just to speak to someone and completely agree with you.

After about 20-30 seconds I would expect it would go to a mailbox.

Mr. G

(Edit)

rolion

how many extensions ?
can you get DDIs ?
can you prompt caller to type the internal extension# to get directly to 1,2,3 !?

Mr. G

rolion wrote: »

how many extensions ?
can you get DDIs ?
can you prompt caller to type the internal extension# to get directly to 1,2,3 !?

We use Blueface for our (VoIP) telephone provider. We plan to change our PBXes.com setup, allowing virtual receptionists etc. You can setup SIP accounts with extensions as 1, 2 or 3 etc. there with your pbxes account.
You still use your provider(s) for making and receiving calls.
Blueface will provide DIDs.

Edit:
We have 4 extensions and 1 main line, each extension has a DID.

Mr Clonfadda

Hi OP
I would be very unhappy if i had to have a automated answering system in my business but it can be okay providing it not as bad as Revenue or Eircom.

People who want to talk to you always use the phone. People who don't need to talk to you use email.

Mr. G

Mr Clonfadda wrote: »

Hi OP
I would be very unhappy if i had to have a automated answering system in my business but it can be okay providing it not as bad as Revenue or Eircom.

People who want to talk to you always use the phone. People who don't need to talk to you use email.

Our main source for communication is by phone.

There phone menu is just one menu:

Welcome to xxx,
Your call may be recorded for training and quality control purposes.
Please dial 1 for reception
Dial 2 for accounts
Alternatively, hold on the line for an operator...

After this menu, the caller is connected to someone.

In my opinion, eircom's menus are terrible, “I'm sorry I couldn't understand you” etc. Say “ndeujfdke“ 3 times will get you to an operator through eircoms menus.


I don't want people to handup, just want to route calls to the right place instead of transferring calls delaying time of the caller.

As said above, I don't want callers to be pi•••d off with this menu.

Would this be very annoying for you to hear the short menu above?

Thanks for your advice.

Mr Clonfadda

no but put the reception first there is nothing worse than waiting for five minutes to find out what number reception is.

Mr. G

Mr Clonfadda wrote: »

no but put the reception first there is nothing worse than waiting for five minutes to find out what number reception is.

Will do!
Thanks a million for yer advice-