An automated attendant (auto attendant) helps businesses manage call volume by directing callers to a specific extension. Callers receive a list of choices in order to connect with the department of a business that will best answer their inquiries. Auto attendant features can be simple or complex.
Features
Automated attendants operate based upon a series of menus. These menus can be simple, such as offering callers a choice among five options, or they can include submenus for larger companies in order to answer specific concerns. Large businesses usually use interactive voice response (IVR) instead of auto attendants because IVR can list account balances or offer pay-by-phone options for utility or telephone billing. When using an automated attendant system, callers can usually reach an operator by dialing 0.
Benefits
Automated attendants can save businesses significant sums of money on call-support staff. Normally, telephone calls have to be routed by one or more full-time receptionists. Callers can select the appropriate extension from their touch-tone phone, allowing them to connect to the area of business that can best answer their questions or concerns. This improves customer satisfaction while lowering the costs of telephone support.
Greeting
Automated attendant systems usually feature a prerecorded stylized greeting which notifies customers which business they have contacted. This greeting provides a company with a professional image.
Information
Businesses can save resources when using an auto attendant by providing store hours and locations as one of their menu options. Auto attendant systems may also include prerecorded messages regarding special offers, sales and driving directions. Callers can listen to prerecorded messages regarding store information without having to contact a representative directly. With the aid of an auto attendant, employees no longer have to spend time answering routine questions. Callers can repeat the menu options by pressing a specific button.
Mailbox
Auto attendant programs offer a mailbox so that customers can leave messages for the business after hours. These messages can be organized by department, so that inquiries are directed to the right employees. If a customer does not press any keys for a set period of time or the business is closed, the customer will usually be sent directly to the mailbox after the greeting message.
Dial by Extension
One menu option that comes with an automated attendant is dial by extension. If a caller knows which employee he or she wants to be connected with, the caller can select this option and dial in a two-, three- or four-digit number that will connect them with that representative.
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