The Art of the Auto Attendant

Having a good phone system is about more than just good tech. Yes, it starts with strong call quality and functionality such as easy-to-use interactive voice response. Good tech is the foundation. Businesses also need to properly use the tech to be effective, however.

One of the most popular features of virtual PBX systems is the auto attendant functionality, and it is easy to see why. Utilizing interactive voice response, an auto-attendant can serve as a receptionist replacement. It also can make small companies look large by projecting a professional image that mirrors much larger firms.

Getting the most out of auto attendant functionality is not automatic, however. Businesses need to put some thought into it.

The first question to ask is whether the goal is to sound like a big business or a small one. If the business is a one-person outfit, the choice is probably obvious and sounding big and established through a calling tree might make sense. Often times there are advantages to sounding smaller, however.

“Remember Mom and Pop shops where you call and talk directly to the business owner no matter the time of day? Well, that charm and level of attentiveness isn’t easily obtainable in the modern world,” noted Cara Plowman in a recent Nextiva blog post. “However, if you’re setting up your attendant and want to go for that small-town tenor, make your greeting short and sweet. Delivering callers quickly to a live person should help you convey this impression.”

Once the basic impression the business wants to convey is determined, it is important to develop a simple auto-attendant script and menu tree that is clear and not overly complex. Often there is the urge to get overly complex with the auto-attendant, or to try and communicate too much information about the business. Resist the urge!

Callers should spend no more than one to two minutes interacting with the auto-attendant, so keep the system simple.

Part of crafting a good auto attendant system is analyzing why customers are calling, so a key component to making an effective auto attendant is doing some research on what callers really want and need.

“Start with a simple layout and then add to it later,” suggested Plowman. “Analyze how callers use your current phone system, and what features would improve their experience.  Let’s say callers are currently routed quickly to a phone, but are placed on hold often for long periods of time. Expanding your greeting would help your reps stay organized and better prepare for the next call.”

The other key to a good auto attendant system is testing, something that is often overlooked. Make sure not only that all pathways through the system are clear and reach their intended destination, but also that night-time scheduling works as expected. Nothing says “buyer beware” like a business with a non-functioning phone system.

Having the right virtual PBX system in place is an important start. But success depends on how the tools are used, and that definitely applies to auto attendant systems.

Edited by Alisen Downey