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.
If you would like to talk to someone about Auto Attendant
Click Here For Instant
On-Line Telephone Assistance.
01254 272600
