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Should your phone number be in your Main Menu?

February 9, 2011

Common Sense Tip of the Day:

It only takes about five seconds to read a phone number.  This logic is why a company may justify including a telephone number in the main menu.  Its five more seconds on toll free numbers verses the expense of transferring the calls.  But do the math and look at the customer experience…

Callers likely were not prepared to write down the telephone number so they repeat the menu, and repeat again to check accuracy.  Suddenly your five seconds is over a minute!  And all callers must hear the telephone number – whether they want it or not.  If transferring the calls is not possible, consider rephrasing to make the telephone number an option thus giving the information to the callers who want to hear it, and can quickly repeat it. To discuss this and other solutions, please give us a call at 1-800-454-6453 or visit

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