Auto Attendant

Automated Attendant is essentially a computer that answers incoming calls giving the caller a choice of options. Press 1 for sales, 2 for accounts etc. Most if not all, Voice Processing systems (Voice Mail), include Automated Attendant but it can be purchased separately if Voice Processing is not required.

The first thing to be aware of when planning an Automated Attendant implementation is that in the UK callers as a rule, do not like them. For this reason Phones4Less generally advise using them for "overflow traffic" and not for answering all calls. Whilst it is inevitable that most organisations will implement this technology eventually, we should remember that current attitudes are different in the UK from those of Americans.

You should put great effort into planning an Automated Attendant implementation. Consider designing this as a process. A flow chart is a useful tool to map caller outcomes. (We will e-mail a template flow chart should you order from Phones4Less).

Only give callers 3 choices at a time. By the time it says "press 5 for widgets" they will have forgotten what function option 1 performs.

Offer an escape route such as "press 0 for an Operator at any time". Arriving at a menu that does not have any options the caller wants and not having an escape route, is the quickest way to infuriate your customers.