An automated attendant is a Voice over Internet Protocol (VoIP) service that digitizes and optimizes the phone call process, making it more affordable and customizable to your business needs. Acting like a virtual receptionist, an automated phone answering system receives and directs calls to the appropriate specialist or department.
In this article, we’ll go into more detail about what an automated business phone answering system is, how it works, how to use it, and more. Let’s dive in!
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How Does an Auto Attendant Phone System Work?
Auto attendant phone systems can be programmed to handle a wide variety of scenarios and can be customized to fit the specific needs of any business. They can also be integrated with other communication tools, such as voicemail, email, and instant messaging, to provide a seamless and efficient customer experience.
Generally, they all work the same way:
- Callers dial the phone number of the organization or business they want to contact.
- The auto attendant answers the call with a pre-recorded message that greets the caller and provides instructions on how to proceed.
- The caller is presented with a set of options, such as "Press 1 for Sales,” “Press 2 for Customer Service,” “Press 3 for Billing," etc.
- The caller selects the appropriate option by pressing the corresponding number on their phone keypad.
- The auto attendant then routes the call to the appropriate department or individual based on the caller's selection.
- If the appropriate person or department is unavailable, the caller may be given the option to leave a voicemail or be transferred to another available representative.
Setting Up a Phone Auto Attendant
Once you find a provider that can give you the support you need and offer the right features, follow these to set up your phone auto attendant:
- Know your customer query processes
- Prepare a standard script your client facers can apply
- Set up call paths for the auto attendant to follow
- Save your settings, conduct regular checks, and update accordingly
Step #1: Know Your Customer Query Processes
The first step is to understand your customer query processes. This will help you determine how to best use your automated phone service. It could be to direct general inquiries to automated responses, transfer inbound calls to support agents for complex concerns, or automatically forward customers to the appropriate department.
You can also include features like unlimited voice mail for your internal queries and virtual receptionist services for client interactions.
Before setting up your automated attendant phone system, consider these steps:
- Take inventory of your team’s capabilities
- Establish a plan of action for receiving and directing calls
- Assign people and form departments to be the designated specialists to answer customer inquiries
- Equip your teams with business numbers to receive their calls
- Provide the necessary assistance to your customers' needs
Step #2: Prepare a Standard Script Your Client Facers Can Apply
Write down the best practices and guidelines on how your team should receive calls and respond to inquiries. If your provider has a text-to-speech option, it can be as simple as selecting which one works best for your organization.
If you’ve selected an answering service provider to record your auto attendant’s responses, take the time to craft the most appropriate answers. Remember that you may be addressing sensitive concerns from your clients, so be mindful of this as you prepare your script.
Step #3: Set Up Call Paths for the Auto Attendant To Follow
Call paths, also known as call flows, are the routes your callers follow to reach the customer service agent they need to speak with. This is the primary function of your automated answering system, where all your hard work is put into action for your audience.
The automated attendant’s dialogue can guide your callers to the appropriate specialist using the audio recordings or text-to-speech responses you've prepared.
Step #4: Save Your Settings, Conduct Regular Checks, and Update Accordingly
Remember that your automated answering system is still a machine, so once you’ve set everything up, be sure to save your progress. Document your configurations and conduct regular updates whenever changes occur in your business operations.
Should Your Business Use a Phone Auto Attendant?
The annual UiPath survey showed that most professionals today focus on growing their automation teams — 61% of respondents said that they have increased the number of people working in automation software.
Consider using an automated answering system if you’re part of any of the following organizations:
- Technical support centers and call centers with quality control functions
- Public safety and emergency services handling incoming calls to hospitals and fire or police departments
- Restaurants with food delivery or reservation services
- Entrepreneurs who require a virtual receptionist to receive their business calls
Additionally, you can opt for an automated phone answering system if you get more calls than you can manage, run a virtual assistant business, or want to delegate some tasks to support your team.
Auto Attendant vs. Interactive Voice Response
An auto attendant and Interactive Voice Response (IVR) are both automated phone systems that can handle incoming calls. However, they are not the same. To help you understand their differences, here is a comparison table of the two:
| Difference | Auto Attendant | IVR |
| Purpose | Primarily used to answer and route calls to the appropriate person or department. | More interactive, meaning it can provide additional options, such as allowing callers to enter data or access self-service features. |
| Complexity | Typically, simpler and may only offer a few basic options. | Can be more complex and may include more advanced features, such as voice recognition and call routing based on caller history. |
| Integration | It’s a standalone system that can be used with any phone system. | An IVR may be integrated with other software systems, such as a CRM or ticketing system. |
| Cost | Less expensive than IVRs | Expensive since they may require additional hardware, software, and setup costs. |
While having an IVR system to handle customer calls may seem like a tech-savvy solution, research shows that around 46% of people prefer speaking with a live agent. Moreover, while an IVR can help optimize response efforts from your team, it may not deliver the most satisfactory customer experience. After all, customers often call because they want to connect with a real person, not navigate a system.
You can also consider partnering with a comprehensive customer service provider whose call center SOP can provide an extensive list of features to cater to incoming calls.
Auto Attendant Phone System Takeaways
An automated attendant phone system can simplify your business's call-handling process by directing callers to the right department and queuing them until a representative is available. With an automated answering system, you can set clear expectations with callers, establish operational hours, and streamline your call management.
Consider partnering with a professional answering service company to help you find the right solution for your business. Alternatively, you can explore IVR systems or hire one of the top call center companies to effectively deal with customer inquiries.
Auto Attendant Phone System FAQs
1. Why do companies use automated phone systems?
Companies use automated phone systems for efficient call routing, improving customer service, increasing efficiency, and reducing costs. Moreover, automated phone systems can operate around the clock, allowing businesses to receive calls outside of regular business hours.
Many companies opt for an automated phone system to provide consistent messaging to callers. What’s more, these phone systems can provide valuable data on call volume, duration, and other metrics. This info can later be used to identify trends and inform future decisions.
2. How much does an auto attendant cost?
The cost of an auto attendant can range from a few dollars to several hundred dollars per month, usually between $20-$100. The price depends on several factors, such as the size of your business, the complexity of your phone system, and the specific features you require.
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