The automated attendant or ACD ( automatic call distributor) is designed to help improve efficiency when some rings your business when you receive incoming telephone calls from your prospects and customers, and distribute them to the desired department
The automated attendant is the “other” front door to your business! Since the ACD answers the telephone instead of a live operator, this is the first impression received by your callers. The old saying, ‘You only have one chance to make a good first impression’ certainly applies. Then why is it, that so many businesses overlook making a positive first impression when it comes to audio image of their telephone systems’ automated attendant greetings?
Company “A” just has Bob from shipping, or Suzie from custom service record their auto attendant greetings. Is this really the approach your business should be taking? Also what happens if you should need to change the greeting, and Bob or Suzie are no longer with your company!
As a business owner, you know how valuable callers are to your business. So ask your self these questions:1) Are Callers greeted by a pleasant, warm and welcoming voice?
2) Are the instructions clear and concise on exactly it is want callers?
3) Am I giving Callers the best possible brand impression I can?
1.) A welcome greeting thanking the caller such as: ‘Thank you for calling ABC company.’ An additional statement may then be included and is recommended. This is typically a general statement to summarize your offerings and/or your competitive advantage or unique selling proposition.
2.) Then use short statements to direct the caller to their final destination. These can include for example: For sales press 1, for customer service press 2, for marketing press 3, for accounting press 4, etc.
3) Always instruct callers that if they know their parties extension they may dial it now.
3.) If you plan or using a dial by name directory, then be clear to your caller on how they can access the person they’re seeking. For example, some systems are set to dial the last 3 letters of a person’s last name, while other require dialing the first few letters of the person’s first name. So make sure callers know how to access their desired party.
4) If the he option to press 0 for an operator is available, then be sure to include that in your greeting, so callers know they will be transferred to live staff as quickly as possible. Other systems do not allow for 0 for an operator, and recycle to the beginning of the greeting until they press a prompt.
Most systems allow for complete customization of telephone prompts which allow you to give specific details and instructions to your callers.
With professional, customized automated attendant greetings, you enhance your brand’s professional telephone image and retain caller attention. You can select from both male or female voices to match your audio branding needs. In most cases, you can prepare a script, however, our professional copywriters can assist in this process if needed.