Your on hold system is often the first touchpoint a customer will have with your business- and as we all know, first impressions count.
Should a customer call your business for information or support, it is important to greet them in a memorable manner, setting the foundations for a positive customer experience and long-term customer relationship. Your Auto Attendant can help.
In order to make this first impression, it is important to take advantage of all of the tools at your disposal. However, if you have the bare minimum- a business phone system- you can begin to make a difference.
4 Auto Attendant Benefits
Is your business receiving a significant number of telephone calls? An auto attendant (AA) is one of the most important features you should look for in a Business Phone System. Most VOIP systems have fully functioning AA services included. The Auto attendant will automatically transfer your callers to an appropriate agent, thereby eliminating the need for an operator or receptionist.
Many businesses use an auto attendant to manage incoming calls. Most auto attendants have a menu system that requests callers to press a specific number for the department they require. For example, a recorded voice may say something like “press one for customer services, press two for sales”, and so on. Sometimes, there will also be an option to speak to an agent or dial by extension or name etc. Many modern automated attendants are able to route calls to mobiles, VoIP phones, landlines in other locations and other auto attendants. This can prove extremely beneficial to your callers and to your business.
1. Professional image
An auto attendant can help you to portray a professional image of your company to callers. Because callers are so often greeted with an auto attendant when they call large companies and organizations, it has become a service that is increasingly expected by consumers. Because auto attendant will deal with all of your calls in an efficient manner, it gives a professional image of your business.
The great thing about auto attendant is that it can usually be customized to offer personalized messages to your callers. This can include useful information that is specific to your business such as your opening hours, the hours your office is normally closed and any upcoming events or holidays. Your callers will appreciate this information, as they will know when to call rather than getting frustrated trying to call out of opening hours.
Script writing is important combined with professional voices that fit the situation. Saying the right words in the right manner at the right time is what messaging to your customer is all about. Make sure you have a professional company like On-hold Systems to complete this process. Keep your message fresh and up to date changing it monthly or quarterly.
2. Reduces costs
Many modern business phone systems come with the option of an auto attendant. The fact that this feature can eliminate the need for an operator or receptionist means that it can save you a significant sum of money on staffing costs. Because an auto attendant will streamline the flow of calls through your organization, it will increase efficiency and cut the cost of additional staff hours. The larger your business is, the greater the savings that can be made – particularly if your business operates across multiple sites or remote locations. Cutting the cost of your operations is a great way to increase profits and facilitate expansion. It is estimated an Auto Attendant can save around 40 to 60 thousand a year in reception expenses.
3. Improve customer service
As you will probably know from personal experience, being constantly put on hold and transferred is an incredibly frustrating experience. This scenario can run the risk of portraying an image of incompetence, as customers wonder why nobody seems capable of assisting them. Automated attendant minimizes this by enabling calls to be routed to an appropriate agent in the first instance. This means that customer satisfaction will increase, as their call will be handled much more efficiently.
4. Increase efficiency and productivity
Auto attendant is, ultimately, an efficient call management solution. Its ability to direct calls to the appropriate agent works to effortlessly streamline the flow of communications to your business. Because callers go directly through to the correct department, overall call time will be reduced and agents will be freed up to deal with other calls instead of acting as an unnecessary mediator. This means that your call center will run much more efficiently and overall productivity will increase.
With auto attendant, your business can be managed effectively. It’s of great benefit to multi-site businesses and those with remote workers, as calls can easily be routed to alternative numbers such as mobile phones and landlines in other offices.
So, if you are looking for useful features to compliment your business phone system then auto attendant should be at the top of your list. The benefits it offers are clear, and the great news is that many modern business phone systems come with this feature as standard. A Hosted Phone System, for example, is a great way to benefit from auto attendant without the initial capital outlay.
Make sure you have the best Auto Attendant
Overall, it is important to make your audio experience pleasant for the caller. they spent their time to call your company and they have an expectation of quality you need to meet and exceed. Getting a professional service like On-Hold Systems that has been around for 25 years and made thousands of scripts and recording is wise. Remember, You only have one chance to make a great first impression on your customer!