An automated attendant is an automated program that provides customer service over the phone. These programs are also known as virtual receptionists because, in effect, they are a sequence of prerecorded and digitally pre-designed scripts that are used as a replacement for the traditional office receptionist. Businesses often debate the use of an automated attendant, and callers also give a wide variety of responses about their likes and dislikes toward listening to a “machine recording” rather than an actual human voice. Eventually, the type of business you are running and the wishes of your customers should be the factors that help you decide if an automated attendant is the right choice.
Similar to how any receptionist reflects the image and voice of a company, business owners must 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 company to reduce labor costs and streamline operations, while also allowing callers to choose to speak to a live person at any location. moment. 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. These automated programs typically have a low monthly cost that is less compared to the costs of hiring a salaried receptionist. If the budget is minimal, a company can opt for a less expensive system with default functions. Although it is a very basic version, some systems may 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 serve multiple people at once.
A well-built system will greet callers with a company greeting and allow them to interact via telephone dialing or voice prompts to provide and collect information. For example, a caller can select option 1 on their telephone keypad to hear a prerecorded description of the company’s products and services. Or, selecting option 2 can lead to another prerecorded 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 allow callers to choose exactly who they want to speak to. Thus, 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.
Businesses can take many more steps to take full advantage of the benefits of an automated attendant. With the correct implementation, such a system can be expanded according to the specific needs of a company and customized to represent the voice of the company. In general, larger companies can reap the greatest benefits because adding any type of automation to their customer service department can dramatically reduce operating expenses. In some cases, the auto attendant can recognize the caller’s ID, link it to the caller’s account number, and automatically forward calls to the appropriate sales agent. This not only saves the caller time and effort, but also alerts the sales agent who is calling and activates a link that the sales agent can use to immediately access the respective account information.
For an international company, 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 personalized with personal voice recordings, greetings, and scripts to create a more personalized customer experience. As a result, an automated attendant can become much more than a cold, mundane answering machine.