For many customers, a phone call is the first interaction they have with a business.
To ensure every interaction is as effective and efficient as possible, your small business phone system needs to be professional and useful to callers—without breaking the bank. An exchange auto attendant (also called a UM auto attendant) is one of many advanced phone features that can help.
Calling a business can be a difficult experience. In fact, 67% of customers have hung up in frustration because they were unable to get a real person on the phone. An auto attendant solves this issue by acting as a virtual receptionist, directing customers to the department or service they want.
This automated phone system uses auto attendant software to answer incoming calls and presents the caller with a menu of options for different departments within a business.
For example, “Press 1 for Sales, 2 for Customer Service.” The caller chooses the department they want from the main menu, using a touch-tone keypad or by speaking the number, and the attendant transfers the call through this interactive voice response (IVR).
The auto attendant script provides callers with information, including business hours and location. Many auto attendant systems also allow callers to press 0 or use voice prompts to speak directly with a receptionist or customer service representative.
Virtual auto attendants help alleviate customer frustrations by getting the right person on the phone at the right time. They also help businesses operate more efficiently by putting customers in touch with the correct department—no more frustrating call transfers because an employee is unable to answer the caller’s question. Auto attendants save time for both your customers and your business.
Studies indicate that 48% of customers find that customer service reps answering calls is unhelpful. An auto attendant is a fantastic feature that improves customer service and avoids being part of this statistic in several ways:
Most auto attendants, including Frontier’s, provide simple tools to set up your virtual receptionist. You’ll need to do a few things, though:
If you’re struggling for ideas, follow this sample script, making adjustments as necessary to fit your business’s persona:
Thank you for calling The Acme Tech Company, where “Technology and business come together.” If you know your party’s extension, you may dial it at any time. Otherwise, choose from one of the following options. For Customer Service, press ‘1.’ For Technical Support, press ‘2.’ For our regular business hours, press ‘3.’ For accounting, press ‘4.’ For Purchasing, press ‘5.’ Otherwise, press ‘0’ for the receptionist, or stay on the line and we will assist you.
The best way to get an auto attendant set up for your business is with a VoIP phone system. These phone systems operate over the internet rather than traditional phone lines, which makes it easy to implement an auto attendant and its advanced features without any major expenses or fuss.
If you have a traditional PBX or cloud PBX phone system for your business, you can still implement an auto attendant, though the process tends to be more involved, and you’re more likely to require additional help and support from your provider.
Once you decide on a VoIP or PBX auto attendant, the only thing left to do is pick a plan and get started. Frontier Business VoIP has plans that scale to any small or medium-sized business, with technical support available 24 hours a day.
An auto attendant is just one of the powerful, enterprise-level features Frontier Business can provide for your small business. Frontier has cutting-edge infrastructure and strong partnerships with the industry’s leading equipment manufacturers—in fact, Frontier is Mitel’s #1 partner in North America.
Frontier is an excellent choice for businesses looking for quality phone features, including Skype for Business, on a budget.
The top pain points reported with auto attendants are long introductions (29%) and too many options (28%), suggesting that businesses should strive for brevity and simplicity in greeting and menu design.