As self-service and speech recognition capabilities are increasingly leveraged as tactics to effectively connect the customer, many businesses are beginning to realize that scripts aren’t limited to the stage or big screen – they are a crucial part of the caller experience.
In addition to pronunciation, vernacular and other obvious qualities, a business’ auto attendant – or the technology that allows callers to be automatically transferred to an extension without the intervention of an operator or receptionist – should boast a format people are familiar with, such as the “Dial 0” option for the operator. Below are a few tips to create the perfect introductory script for an auto attendant, depending on the situation:
Basic, introductory auto attendants
In addition to the obvious rule of sticking to a familiar format, the basic auto attendant script should be just that – basic – but simultaneously detailed enough to not confuse the caller. First and foremost, try to limit the menu to no more than five options at each level and organize them in a logical manner; neglecting to do so can lead to caller uncertainty, and may turn away customers. Accordingly, be sure to avoid repetition by leaving out unnecessary words like “please.” In addition, keep in mind that callers will often prefer to bypass the auto attendant system by entering an extension right away, so be sure to inform callers that they can enter an extension or menu choice at any time.
After-hours auto attendants
There are bound to be customers that call after offices close for the day, so it’s wise to create a script that plays during after hours. In your message, inform customers when you are open and taking calls and consider directing them to your website on off-hours. Lastly, don’t leave customers hanging and allow them to leave a message, while assuring them that you will return their call.
Multi-tiered auto attendants
On paper, an auto attendant can also resemble that of a family tree, in which there are multiple tiers and branches. Companies with multiple departments should lean toward implementing a multi-tier greeting that enables callers to press a menu choice that leads to another auto attendant or voicemail box. For example, pressing “2” for technical support will thus lead to the support department, which would provide more information on availability. Of course, grant callers the option to return to the main menu in case they end up in a menu that isn’t appropriate for their inquiry.
Informational auto attendants
An auto attendant is not only an effective way to get callers to their desired third parties, but it is also a stage for presenting useful information to customers. Whether it’s business hours, directions to your facility or a website address, these types of frequently asked questions are automatically taken care of and don’t consume valuable staff time.
Promotional, holiday and extended absence auto attendants
For whatever reason a business is closed – whether it’s a weekend or for special circumstances – it’s crucial your callers know upfront that operations are shut down and when they will resume. An auto attendant should include normal business hours, as well as an option to dial the party’s extension. Here’s an example of an after-hours and weekend auto attendant script:
Thank you for calling [Company Name]. We are currently closed. We are open from 9 a.m. until 5 p.m. Monday to Friday and 10 a.m. to noon on Saturday, Eastern Standard Time. If you know your party's extension, you may dial it at any time. Otherwise, please call back during our normal business hours so we may assist you. Thank you for calling [Company Name]. Goodbye.
Auto attendant scripts can be revised to include seasonal specials and/or special seasonal greetings during holidays and certain times of the year. For example, a store may be open later during Christmas season to accommodate the busy schedules (and long wish lists) of holiday shoppers. About.com suggests prefacing the auto attendant script a greeting that effectively promotes business specials and extends a warm season greeting to callers. However, spirited and light-hearted seasonal auto attendant greetings should only be used when appropriate.
So, your script may be written, but what’s a script without auditions? Imagine yourself as the customer and be sure to take a listen to all of your menus and perform tests from an outside line to ensure all configurations make sense. And, if you want to snazz things up a bit, maybe consider adding some on-hold music to the mix.
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Tammy Wolf is a TMCnet web editor. She covers a wide range of topics, including IP communications and information technology. To read more of her articles, please visit her columnist page.
Edited by Jennifer Russell