When you have reached the end of your options, allow the caller to repeat, but let the caller know that is what is happening. You can give him the choice to repeat (“To repeat these options, press *”), or you can automatically repeat them (stay on the line to hear these options repeat).
Sometimes people do need to hear the options again, and simply to send them to an operator won’t serve them or your business the most effectively.
No matter what, NEVER simply disconnect the call after the options are played! That is a great way to make sure people never call you back!
Let callers know the number of options upfront. (“Please choose from the following six options.”)
Another way to manage your caller’s expectations is to let him know at the very beginning, how many options you will give him. That would sound like, “Please select from the following six options.” This information allows callers to know how long they’ll have to listen, and how many choices they need to keep in their heads before they choose a selection.
Facebook
LinkedIn
Twitter
