"Thank you for calling 'XYZ Company', could you please hold?"
How many times does this happen to you in your busy day? Wouldn't you like to say 'No, I cannot
hold. I need to speak with someone right away."?
So many companies, large and small, refuse to utilize auto attendant because they want a live person
answering the phone. Little do they realize that a large percentage of customers or potential customers
might appreciate the auto attendant and voice mail capabilities. Maybe someone only wants to know
business hours, a business address or which services a company provides. These can be obtained
through the use of an auto attendant. Ask any receptionist or live attendant how times a day someone
calls for these basic needs. He or she can certainly use this time more efficiently and productively.
Auto attendant doesn't have to replace live operators or attendants. It can supplement and help those
answering incoming calls by playing an organization-level greeting to the caller. If the caller knows
their party's extension, they can dial it at any time. If the caller is new they can be given the option to
dial '0' to speak with an operator. Along with the initial announcement the caller hears from the auto
attendant, a list of menu options can also be given. These may include: 'for business hours, business
address or directions to our offices, press '1', for a listing of services our company provides, press '2',
for a business directory by name, press '3', if you would like to speak to an operator, please press '0'.
By having these options, the caller can achieve his/her objective much more quickly and the attendant
or operator is allowed to be more productive.
Another major benefit of auto attendant is that it provides a 24/7 gatekeeper to capture calls that
would otherwise be missed. Maybe one of your clients needs to notify you that he has received a
package or paperwork that you had sent him and he would simply like to leave you a voice mail on a
Saturday. This way he wouldn't have to wait until Monday morning, remember to call, then possibly
be put on hold until the operator can transfer him to you. By having the ability to leave the simple
message on Saturday afternoon, both yourself and the client save time and a phone call.
Here is one more example: What if you were calling different mortgage lenders to inquire about lending
rates or to set an appointment. If you call company A, and the phone rings, and rings, and rings, what
do you do? You call the next one. If you call company B and the person who answers puts you on
hold for too long, what do you do? You call the next one, which in this case is company C. They
happen to have an auto attendant. Because they do, you are able to contact the operator who can then
transfer you to an available representative. In the first case of company A, maybe the live operator or
attendant was away at lunch and everyone else who normally covers for the operator was too busy at
the time. This is a lost potential customer. In the case of company B, the operator may have been
inundated with simple 'information' calls. By having to answer every single call and give out directions
or hours to one customer, another potential customer waited too long on hold and simply called the
next company. This could also leave a bad taste in the mouth of the customer when he thinks about
companies A and B in the future-BAD first (and probably last) impression.
This brings up one last point about the use of auto attendant. The initial representation or 'first
impression' of the company can be given through the auto attendant on a consistent basis. You don't
have to worry about the operator or receptionist, who might be having a bad day, possibly giving a
first-time caller a bad impression of what you and your company truly represent. An image of
professionalism and organization can be displayed through the use of an auto attendant.
How many times does this happen to you in your busy day? Wouldn't you like to say 'No, I cannot
hold. I need to speak with someone right away."?
So many companies, large and small, refuse to utilize auto attendant because they want a live person
answering the phone. Little do they realize that a large percentage of customers or potential customers
might appreciate the auto attendant and voice mail capabilities. Maybe someone only wants to know
business hours, a business address or which services a company provides. These can be obtained
through the use of an auto attendant. Ask any receptionist or live attendant how times a day someone
calls for these basic needs. He or she can certainly use this time more efficiently and productively.
Auto attendant doesn't have to replace live operators or attendants. It can supplement and help those
answering incoming calls by playing an organization-level greeting to the caller. If the caller knows
their party's extension, they can dial it at any time. If the caller is new they can be given the option to
dial '0' to speak with an operator. Along with the initial announcement the caller hears from the auto
attendant, a list of menu options can also be given. These may include: 'for business hours, business
address or directions to our offices, press '1', for a listing of services our company provides, press '2',
for a business directory by name, press '3', if you would like to speak to an operator, please press '0'.
By having these options, the caller can achieve his/her objective much more quickly and the attendant
or operator is allowed to be more productive.
Another major benefit of auto attendant is that it provides a 24/7 gatekeeper to capture calls that
would otherwise be missed. Maybe one of your clients needs to notify you that he has received a
package or paperwork that you had sent him and he would simply like to leave you a voice mail on a
Saturday. This way he wouldn't have to wait until Monday morning, remember to call, then possibly
be put on hold until the operator can transfer him to you. By having the ability to leave the simple
message on Saturday afternoon, both yourself and the client save time and a phone call.
Here is one more example: What if you were calling different mortgage lenders to inquire about lending
rates or to set an appointment. If you call company A, and the phone rings, and rings, and rings, what
do you do? You call the next one. If you call company B and the person who answers puts you on
hold for too long, what do you do? You call the next one, which in this case is company C. They
happen to have an auto attendant. Because they do, you are able to contact the operator who can then
transfer you to an available representative. In the first case of company A, maybe the live operator or
attendant was away at lunch and everyone else who normally covers for the operator was too busy at
the time. This is a lost potential customer. In the case of company B, the operator may have been
inundated with simple 'information' calls. By having to answer every single call and give out directions
or hours to one customer, another potential customer waited too long on hold and simply called the
next company. This could also leave a bad taste in the mouth of the customer when he thinks about
companies A and B in the future-BAD first (and probably last) impression.
This brings up one last point about the use of auto attendant. The initial representation or 'first
impression' of the company can be given through the auto attendant on a consistent basis. You don't
have to worry about the operator or receptionist, who might be having a bad day, possibly giving a
first-time caller a bad impression of what you and your company truly represent. An image of
professionalism and organization can be displayed through the use of an auto attendant.
Automated Attendant
| Join Our Newsletter Enter your email address: |
 |
| |
 |
| |
 |
| |
 |
| |
 |
| |
 |
| |
 |
| |
 |
| |
 |
| |
 |
