Phone System Accessibility: Is Your Caller's Experience Inclusive?
More businesses are managing their inbound calls with an automated phone system, but not everyone can interact with phone system prompts in the same way. If the system isn’t inclusive or leaves a bad first impression, you risk losing that caller before you ever make a connection.
With that in mind, is your phone system inclusive to all callers? How can you make it more accessible?
Why does accessibility matter?
Accessibility enhances the customer experience for callers of all abilities, demonstrating your inclusivity and care. Callers might have different needs due to abilities or impairments, language skills and comfort with technology. If you address those needs with a thoughtfully designed phone system, it gives everyone the same chance to reach the right department or person without frustration.
That means shorter wait times, less confusion and a better caller experience all around.
What does an accessible phone system look like?
First, an inclusive phone system is simple, straightforward, and easy to navigate. The language is straightforward, the tone is warm, and the menu isn’t overloaded with too many options. You want the audio to be crisp and clear, with a steady, easy-to-follow pacing. Moreover, callers should never feel lost in a maze of buttons or stuck listening to confusing instructions.
For businesses that serve a bilingual or multilingual customer base, offering language options right from the start is a great way to help callers feel at home. Learn about our multilingual recording services.
To help the needs of a broader range of people, offer options for navigating the phone system menu. For example, allow voice commands in addition to pushing numbers and buttons to advance in the system.
You can use this prompt: “To reach our technical support team, please say 'technical support' or press one.”
You should also have the option, right from the start, for the caller to reach a human customer service representative. Including that option in the first greeting ensures that people of all abilities and needs can ask a person for help.
The role of professional phone prompt recordings
Professional recordings really make a difference. A high-quality, professionally voiced greeting is easy to understand, pleasant to listen to and sets a positive tone for every caller.
Clear audio also supports callers with hearing difficulties, while natural pacing helps those who need a little extra time to follow along. Instead of robotic or muffled voices, your callers hear polished, human communication that reflects your brand.
How On Air can help
On Air specializes in creating engaging, professional-sounding phone greetings and menu prompts for our clients. With accessibility in mind, we can help you with phone system greetings, prompts and messages on hold that ensure every caller feels respected and assisted.
Let’s make sure your callers have a positive and inclusive experience from the very first greeting. Contact On Air Recording Studios today to discuss your project!