Q: Is it more of a deterrent if employees have to speak with their line manager?
Although this may seem desirable, in reality line managers are not always available when an employee makes a call. If the line manager takes consecutive absence calls will they remain cool and professional, be sympathetic and listen well? More likely they are going to be harassed, worried about the impact on the business and how it affects plans for the day.
There is also the very real danger that the employee will easily be able to avoid speaking with their line manager, resulting in the vital message becoming lost, delayed or inaccurately passed on.
Q: Do people prefer to talk to an actual person?
This may seem preferable but the same issue applies, when the person is not available. Will they tell all the concerned parties? What time was the call made? If there is a discrepancy at a later date, is there any proof the phone call even took place? An automatic system allows for much easier recall, accuracy and audit trail, whereas a Adviser-led system allows for the ‘human touch’ either within office hours, or dedicated 24/7.
Q: Will it understand different dialects/those who do not speak English very well?
Yes. The system has already proved its abilities in a number of regions in the UK. If a problem does arise, the caller has the option of using their phone keypad to enter the required information.
