Make a real person available . Some callers may not know exactly what department, division or individual can respond to their specific needs or questions. If you know the extension of the individual you want to talk with, dial itnow. Since I did not know who I needed to talk with, I punch 'O' assuming I would get an operator. Be sure your system allows the caller to reach a live person in the event they have questions.
Automated systems are impersonal.
We have all been caught in the labyrinthof automation when one choice begets another choice to another choice. A friendly voice on the recording can ease the caller into using your system. Answer within three to four rings. People have become accustom to having phones answered within three to four rings. If your business is using an automated system make sure it responds to the customer rapidly.