Consumers have come to expect an automated attendant when calling a business. Done well, an auto attendant can lighten your call load, expedite customer service, and provide a fast and efficient experience. No more holding and waiting, no more runaround. But when done wrong, it may frighten away your callers.
To get the best results, your company simply needs to be aware (not scared) of the best practices and common pitfalls of using an automated attendant. Let’s look at what not to do, so you can prevent headaches for your customers.
Using a poor-quality recording
Your recorded messages should be scripted, rehearsed, and recorded carefully. Have a real employee make the recording with quiet surroundings. Have multiple people review it to ensure that the message is crisp and clear.
Having a bad attitude — or striking the wrong tone
Customers have a better experience when recorded messages sound friendly and upbeat –not spooky! A bored or irritable voice on an automated attendant can sound impersonal. It’s also bad for branding. Strike a tone that suits your industry, and make sure some positive energy comes across.
Failing to provide a way to reach a human
An automated attendant helps reduce your labor and time spent on the phone, but the ultimate goal is always customer satisfaction. If someone needs your business hours, they can hear them in a recorded message. When they have a question or don’t know whose extension to use, a customer expects an easy option for talking to somebody.
It’s complicated — too many menus and options
Walking your customers through a few prompts helps ensure that they reach the right party. Too many options, however, can be frustrating – and frightening! After a welcome message and a few questions about the purpose of the call, your customer should reach their destination.
Failing to customize features to serve your customers
Automated attendants have loads of customizable features. In addition to using individual extensions, you can have calls route to the next-available representative from a department. Calls can be routed to workers’ mobile devices. In short, your automated attendant can be optimized to provide your customers with prompt service and accurate routing. It’s well worth taking a moment to tool around with all the features.
Not teaching your staff about the system
Staff members who speak with customers on the phone — even if only occasionally — should have a good understanding of the system. They should know what the customer’s experience is like. They should also be able to handle basic questions about navigating the system.
With advanced technologies and a variety of solutions to serve different types of organizations, there’s a winning combination out there for yours. Contact Gaynor about finding an auto attendant solution that offers your customers treats and no tricks!
Gaynor Telesystems Inc. has been proudly serving the North State Communities of Chico, Yuba City, Marysville, Eureka, Arcata, Sacramento, Davis, Woodland, Redding, and Red Bluff for more than 40 years. We hope the information you found in this blog was useful. To learn more about how Gaynor Telesystems Inc. can help you install, maintain or service business communication solutions, please contact us at 877-Gaynor1.