More than half of consumers would take their business away from companies that used automated call answering systems given the choice.

New research by Allday PA questioned 1,000 people, who said they preferred a human voice on the other end of the line.

71% said that, when they are shopping around, a business having automated call answering would make them more likely to choose an alternative supplier.

The research said consumers found financial services companies and professional services (e.g. solicitors or accountants) that use such services the most irritating, followed by travel businesses, like transport companies and travel agents.

When it comes to speaking to companies, consumers place great importance on speaking to a human being, on the person on the other end of the phone answering quickly (at least within 10 rings) and being able to answer basic questions, such as opening times, providing directions or giving an idea of costs.

Customers are more forgiving when it comes to not getting the exact person that they are calling for, or having detailed questions answered straightaway.  As long as they have been able to explain their query to a person, the majority (62%) are happy to then get an answer later in the day or over email.

David Joseph, board executive at Allday PA, said: “Automated call answering is often used by businesses in an attempt to save money, however such practices can often end up costing money in lost customers and sales.

“These findings show just how much people value being able to reach a real person when they have a query or a problem.  It also shows that we don’t expect to have everything dealt with there and then, but that by being able to explain ourselves we are more confident that we’ll get the quality of service we’re seeking.”

Good quality call answering is considered to be very important by consumers when making a complaint or resolving a problem (70%), getting aftersales support such as checking on delivery dates (59%) or when planning a major purchase (53%).