Potential Obstacles: The cost of the new phone routing system (approximately $700 dollars). This cost
would be miniscule compared with the savings over time associated with the additional
capacity of the assistants.
The time associated with programming and testing and developing the new ID sys-
tem (48 total man-hours). Again, the time saved by implementing the new procedure
would more than make up for this initial investment.
Resistance of customers who do not prefer dealing with an automated system. No
solution is going to please every customer, but most consumers today expect to be
greeted with an automated system when calling a business. One option is to allow cus-
tomers to press 0 if they’re unsure how to answer the automated questions.
Customer service issues with early callers whose ID still contains numbers and let-
ters. The above solution concerning the 0 option would eliminate this problem as well.
