At your volume the system choice matters less than the ring order. Keep the recording and reporting, but make the menu a fallback, not the front door. Ring your new-inquiries person first and let it overflow to a second seat; most new callers reach a person without a menu. Send existing customers straight to the right queue by caller ID so they never hear the tree. Use a separate published number on invoices and job confirmations that routes directly to service — at 70% existing that removes the menu from most calls this week. Have the VA answer with the company name and do a warm transfer, never a cold handoff. Shrink the recording notice to one short line in a familiar voice. Track answered-by-a-person within 20 seconds and callback within an hour; those two metrics keep accountability without adding steps.
