Complaints About Automated Nuisance Calls Nearly Triple – Why a Human Answer Matters

Robbyn Bridge, of Face For Business, shares some advice on building trust with callers and protecting businesses from unwanted sales calls.

Complaints about automated nuisance calls have nearly tripled in just two months, rising from 1,374 in July to 3,684 in September, according to the Information Commissioner’s Office (ICO). The latest figures mark the highest level of complaints about automated nuisance calls since 2021.

Rising complaints about automated nuisance calls highlight the importance of making people feel confident about telephone communication. People want to know there is someone on the other end of the phone who can listen, understand their needs and help them get to the right place.

Face For Business, a provider of telephone answering services staffed by real people, says that as people become more cautious about answering unknown numbers, the experience customers receive when contacting a business is increasingly important.

When someone calls a business, they want to know they have reached the right place, speak to someone who can help and feel confident their enquiry will be dealt with properly. An unanswered call or an automated menu can leave callers frustrated, while a friendly, professional response from a real person can help build trust from the outset.

Robbyn Bridge, Head of Service and Delivery at Face For Business, shares her advice on how businesses can make every incoming call count.

Five ways businesses can make every incoming call count

1. Make a professional first impression

A clear, friendly greeting that identifies the business reassures callers that they have reached the right place and that their enquiry will be taken seriously.

Having a real person answer the phone also allows callers to explain what they need in their own words, ask questions, and feel confident that someone is listening. This personal interaction can help establish trust from the very beginning of a conversation.

2. Make the answering process helpful, not impersonal

Callers can become frustrated when they have to repeatedly explain their enquiry. Businesses should ensure their telephone answering process is straightforward, with calls directed to the appropriate person where possible and accurate messages taken when someone is unavailable. This helps callers get the right assistance without feeling passed between different people or systems.

3. Respect people’s time and preferences

Customers expect their calls to be answered promptly and their time to be respected. Long waiting times, unanswered calls or unnecessary delays in responding to enquiries can create a poor impression and risk damaging a business’s reputation.

Businesses should make sure calls are answered as quickly as possible and that any promised follow-up happens within a reasonable time-frame. Keeping customers informed if there will be a delay can also help manage expectations and reassure them that their enquiry has not been forgotten.

4. Avoid repeated missed calls with no explanation

When customers cannot get through to a business, they may become frustrated if their calls go unanswered or they are left unsure whether their message has been received. With concerns about scam and nuisance calls growing, customers may also become suspicious if they cannot get through to a real person when trying to return a call or verify who has contacted them.

A telephone answering service can help ensure incoming calls are answered when a business team is busy, away from their desks or otherwise unavailable. By taking accurate messages and passing on relevant information promptly, businesses can make sure enquiries are not overlooked, and customers know their call has been dealt with.

5. Build trust through consistent, professional communication

A business telephone experience is often one of the first impressions a customer receives. Unclear greetings or inconsistent messages and unanswered calls can make even a legitimate organisation appear unprofessional.

Businesses should regularly review their call-handling processes, ensure staff and reception services use consistent information, and check that callers receive accurate details about the next steps.

For more advice, please visit Face For Business.