Using an automated attendant for better customer service

An automated attendant is an automated program that provides customer service over the phone. Such programs are also known as virtual receptionists because, in effect, they are a sequence of digitally pre-recorded and pre-written scripts used as a replacement for the traditional office receptionist. Businesses often debate using an automated attendant, and callers also give a wide variety of responses about their likes and dislikes about hearing a “machine recording” rather than an actual human voice. Eventually, the type of business one is running and the wishes of their customers should be the factors that help decide whether or not an auto attendant is the right choice.

Just as any receptionist reflects the image and voice of a company, business owners need to realize that choosing between an automated attendant and a human receptionist depends on how it will affect their business internally and externally. In most cases, a hybrid system is a logical solution, allowing a business to reduce labor costs and streamline operations, while allowing callers to choose to speak to a person on the phone. live at any time. However, when looking to improve customer service, an automated attendant can be an effective tool.

Businesses can enjoy many benefits of having an automated attendant. Such automated programs usually have a low monthly cost that is less compared to the costs of hiring a salaried receptionist. If the budget is tight, a company may choose to get a less expensive system with predetermined features. Although this is a very basic version, some systems can be better than traditional receptionists when it comes to service because they are conveniently available 24 hours a day, respond quickly to callers, and can handle multiple people at once.

A well-built system will greet callers with a company greeting and allow them to interact via phone dialing or voice prompts to provide and collect information. For example, a caller can select option 1 on their telephone keypad to hear a pre-recorded description of the company’s products and services. Or, selecting option 2 can lead to another pre-recorded message that provides information about business hours, observed holidays, and additional details that would otherwise consume an employee’s time. Option 3, on the other hand, could lead to a menu of extension numbers and let callers choose exactly who they want to talk to. So, even at the most basic levels, an automated attendant can make a company’s customer service operations run more efficiently and also create a better customer experience for callers.

Companies can take many more steps to fully reap the benefits of an automated attendant. With the right implementation, such a system can be expanded according to a company’s specific needs and customized to represent the voice of the company. In general, larger companies can reap the most benefits because adding any type of automation to your customer service department can dramatically reduce operating expenses. In some cases, the auto attendant can recognize the caller ID, link it to the caller’s account number, and automatically route calls to the appropriate sales agent. This not only saves the caller time and effort, but also alerts the sales agent to who is calling and activates a link that the sales agent can use to immediately access the respective account information.

For an international business, an auto attendant can detect from which geographic location a call is being made and automatically redirect the call to the appropriate local office. Finally, the system can be customized with personal voice recordings, greetings, and scripts to create a more personalized customer experience. As a result, an auto attendant can become much more than a cold and mundane answering machine.