The Use Of Automated Telephone Interfaces With Customers By Local Organizations: Best Practices And Exploratory Investigation Of Usage

Automated telephone systems (ATS) have been criticized by customers as a frustrating way to interact with an organization.  This study seeks to discover ATS best practices, assess how many local organizations (as opposed to 1-800 call centers) are utilizing various ATSs, and determine which ATS best practices these local organizations are adopting.  A list of 35 best practices were found.  An exploratory examination of 400 organizations in a mid-sized mid-western city revealed that very few use an advanced ATS, with 51% using a simple answering machine. The adoption of best practices by these organizations was quite varied.  Managerial recommendations as well as future research suggestions are offered