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The good and bad of automated telephone answering systems

More and more interactions in our everyday lives are ‘automated’. From your local doctors surgery, to supermarkets or the train station – you’re checking in, or checking out, independently. From a telephone number provider’s perspective, automated answering systems are part and parcel of our service. Delivering greetings or information, directing calls, keeping people on hold – it’s something businesses want.

But is the increase of automated processes positive for everyone? We recently contributed to a feature on BBC Radio 4′s Today programme exploring this topic; so here are some of our thoughts on how the positives weigh up against the negatives and considers how far automation will go. Continue reading…