To use an auto attendant or answer personally? This is a question many businesses face. An auto attendant is the remote telephone answering service that greets callers and dispenses information; it is also known as auto receptionist. There is no hardware, and it works without the need of a receptionist at a desk.
A solid niche exists for both auto and personal attendants: personal response may be desirable when it’s necessary to go beyond offering a simple set of menu choices to a caller, but technology is catching up. Functional advantages should be considered as well as savings when deciding if an auto attendant is right for your business. It offers the flexibility of using a toll free number or a local one, a freedom that gives businesses the ability to establish a local or national presence, or even both. The specific setup and features will be at the user’s discretion, such as when and where a call goes if the caller presses zero.
An auto attendant sorts, screens, and provides answers to commonly asked questions through telephone keypad choices: “For customer service, dial 1; for billing inquiries, dial 2,” etc. An auto attendant makes available the extensions within a company directory and provides a list of services available by phone. Callers have the advantage of reaching the exact department or person they seek, independent of a busy receptionist. Conversely, an auto attendant identifies callers to employees, who can then respond appropriately when they pick up the call. Aware of incoming calls, the employees will not have to hold up everything waiting for an important call, therefore boosting efficiency and the bottom line.
An auto attendant can route a significant percentage of business calls to extensions or remote phone; it manages messages for employees and is programmable even for temporary phone numbers. Plus, incoming calls can be routed to transfers or submenus. Outgoing messages can be set up, such as vacation notification, or information about the company that plays during a holding period. Messages can be embedded in on-hold time, including answers to FAQs or directions to the company’s location. A new product or service can even be introduced and described.
When frequently sought answers have been exhausted, a caller is still free to buzz through to an employee, if the company so desires. That way the attending phone – often a toll-free number – is spread among many incoming customers before it necessitates the response of a trained employee. This conserves employees for calls that require their time and energy, saving the organization money.
Accepted as indispensable for large companies organizing hundreds or more employees, an auto attendant may be even more critical for small businesses by enhancing their image through the phone. Consider the image presented by a single person – a less than consistent person – answering the phone versus an informative series of messages and company information. Outgoing messages, recorded professionally, can be purchased or they can be created in-house to present exactly the desired image.
Additionally, the remote capability of an auto attendant is quite convenient; for example, a employee can be anywhere on the planet and still receive forwarded calls. The caller need not be aware of the person’s absence from the office downtown. This ensures privacy of the employee while maintaining unbroken responses to client needs. Additionally, the worker or a company administrator can change greetings, connections, or incoming call data online.
An auto attendant means customers have a steadier, and thus more professional, experience when they call. Even if an employee is unavailable, the caller is reassured by continuous voice response or a choice to redirect the call to someone else.
Flexibility is key in the sped-up business climate of the 21st century. An auto attendant grants tremendous flexibility to businesses by maximizing the assistance offered by the telephone. Today’s telecommunications technology offers efficiency in telephone programmability: it makes work simpler, cleaner, and more efficiently. With more businesses downsizing and people working from home it is important to continue to maintain a professional and established image. With an auto attendant at work, callers will feel confident they are doing business with the right company.
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