Auto Attendants Are Helpful For Businesses

By Author: deborahf jones
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Auto-attendant services have become increasingly popular over the last few years largely due to the advent of better automated technology. This type of service, also known as a virtual receptionist or an IVR service, aids in inbound call routing by transferring incoming calls like a receptionist would. It offers a helpful menu so the caller can easily find the correct extension and eliminates the need for a switchboard receptionist to direct calls. Auto attendants make it simpler for the caller to get in touch with the specific service (i.e. press 1 for billing, 2 for customer service, etc.) or person they are looking for without confusion.

The auto-attendant service is a phone system that uses what's known as a dial-by-name directory. This directory can work a few different ways. With some more intelligent IVR systems that incorporate speech recognition, you can speak the last name of the person you are trying to reach to have the call directly transferred that party. With other systems, you may be presented with an employee list or be required to "press" the first three letters of the last name using a touchtone ...
... keypad at which point the IVR sill give you a series of possibilities (i.e. if you want to talk to Jim Smith, press 1 / if you want to talk to Jill Smittle, press 2). If the user is not currently available, the caller has the option to leave a voicemail message. Most people are not turned off by front end automation and it can offer significant cost savings compared to hiring a real person to coordinate call routing.

Some other notable features of an auto attendant include the option to play music when a caller is on hold, a "follow-me" service which will call multiple phone numbers to reach the party (i.e. the IVR may dial the office phone first, then the cell phone, then the home phone, etc.), and much more. An auto-attendant service can also perform a variety of other tasks such as the ability to search for names and input extension numbers. The service is capable of redirecting telephone calls to external numbers and to voicemail when the user is not available. This is great if you want to team your automation with a live operator receptionist at a telephone answering service.

Whatever type of auto attendant you are using, if it is hosted or something you have purchased and are hosting on your own servers, all variations are customizable. Maybe you want the system to play specific promotional messages when the caller is on hold? Perhaps you want to entertain the caller with some orchestra music while they are waiting for the other party to pick up? The customizable platform really gives the company another opportunity to provide the caller with additional features and services and possibly facilitate another sale - a technique known as passive selling.

Being available 24/7, auto attendants are there for you over weekends and holidays. Because many people today work at home or just want their calls directed to them at their convenience, the call can even be forwarded to a mobile or home telephone line or redirected to your answering service when you still want a live person to pick up but don't want to be bothered with the call yourself. Auto-attendant services offer a wide range of useful adaptations to make things easier for both your company and your customers. Though nothing replaces a live voice, the auto attendant is a close second.

For other views about telephony equipment and it's applications, please visit the Call Center Industry blog. Other posts include discussions about the best ways to grow your business and tips to reduce call handling times in call centers.