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Automated Phone System Hell ... Receptionists Rule
January 15, 2019
Have an opinion? Add your comment below. I believe a live receptionist wins out over automated phone systems every time. I understand cutting costs, but receptionists are priceless. Automated systems are less expensive than paying a human to answer your business phones, but you'll never know how many listeners or potential advertisers have gotten frustrated and never called back
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I remember sitting in a manager's meeting at a station where we were all handed the Disney Institute book, "Be Our Guest: Perfecting the Art of Customer Service." Exceeding expectations was expected from every Disney employee at all levels. And each time I try and call the business line at any radio station, that book pops into my head.
I'm Sure You Can Relate ...
It drives me crazy when I push all the appropriate prompts in some automated phone system and get disconnected all together. Even worse, push the number given by a system for a receptionist, only to get another voice prompt telling me to leave a message for the receptionist. What the hell is going on? I know you feel my pain.
The System Is Laughing At You ...
Here's another one of my favorite automated system's "failure to communicate." You call and navigate your way to the extension you want, only they are not there, and based on your knowledge of many systems, you punch "Pound" to leave a message and to avoid listening to a long list of options. However, the system immediately lets you know that you've selected incorrectly. Then out of fear of miss-selecting again, you listen to the entire list and in the end after repeatedly trying to leave a message, the system tells you it's not understanding what you want, suggests you call back, and then disconnects you.
It's Bad Enough ...
A lot of listeners already think terrestrial radio is just a voice from an audio source. Couple that with less live bodies around stations nowadays and live assists become just that more important. We need a warm body to answer the phones during business hours and take messages in real time. A little effort in the direct contact area can go a long way.
Receptionist Are Worth It
I believe a live receptionist wins out over automated phone systems every time. I understand cutting costs, but receptionists are priceless. Automated systems are less expensive than paying a human to answer your business phones, but you'll never know how many listeners or potential advertisers have gotten frustrated and never called back.
The Extra Pluses ...
Phone systems can't track you down for that call you've been waiting for all day. They also can't tell you what contest winners are talking about when they come to pick up prizes. Yes, the promotion department will be the one to bring out the goodies, but while waiting, it's amazing what can be found out about your morning show or something your competitor is doing.
Conclusion...
I applaud the stations still employing a receptionist and reflecting the simple principle of exceeding expectations. Receptionists are the face of your organization for all that call.
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