9.5.1 How to say it on the phone

Some libraries have introduced call routing (automated answering) systems. Typically, these manage incoming calls and offer callers a number of options to choose form. Callers choose the option which most closely describes the reason for their call. Callers may go through several ‘levels’ during one call.

Call routing systems present obvious barriers to people who are hard-of-hearing or who have limited use of their hands. They can also be confusing for other callers, whether disabled or not. Bad experiences with call routing mean that some people will just hang up or avoid calling the library altogether.

Done well, however, call routing can benefit callers. Building accessibility into the system will help to create an approach that works better for everyone.

The basic principles of barrier-free call routing include:

• Reduce confusion and frustration levels – keep your call routing system simple!
   
• Have no more than three ‘levels’, with no more than four options per level.
   
• Provide access to an operator at the end of every set of options.
   
• Use easy-to-understand language, spoken clearly and not too fast.
   
• Avoid long introductions or advertisement of services at the beginning of automated messages. People who are hard-of-hearing or who become confused easily may get overloaded with information and miss out on important instructions which follow.
   
• If callers are kept in a queue, keep them informed of their progress, and play music so that they know that they haven’t been disconnected.
   
• Let callers know when they have completed a transaction successfully.
   
• If callers get ‘lost’ in the system, they should come through automatically to an operator.

To find out more, get a copy of a free booklet called ‘Barrier-free Call Routing’ from the Employers’ Forum on Disability.