“Please listen carefully as our menu options have changed.” Sound familiar? Anyone who has used a phone for business of any kind has encountered an auto attendant phone system. PBN spoke with Rhode Island Telephone owner George Shaheen on some do’s and don’ts to keep in mind for your company’s communication.
PBN: In your view, are auto attendant business phones almost expected now … potentially even what callers prefer?
SHAHEEN: I think in most industries callers expect it. I do believe callers prefer auto attendants … clear, simple and effective. An auto attendant is the voice of the company, and in many cases a company’s first impression to a prospective customer. Using auto attendant best practices is essential for any company looking to maximize business communication.
PBN: What is the No. 1 thing you should do in setting up an auto attendant company phone system?
SHAHEEN: The No.1 thing I would recommend to companies is to keep the auto attendant clear, quick and concise. A long introduction without giving the caller an opportunity to take action can frustrate and even cause a caller to hang up prematurely. Using features [such as] a multilevel auto attendant allows a company to compartmentalize information with multiple layers of automated menus that help callers reach their desired destination more quickly and effectively.
PBN: What should businesses avoid?
SHAHEEN: First, avoid overwhelming your callers with advertisements and promotions. Incoming callers to your company are looking for help, not more marketing. Next, avoid overcomplicating your auto attendant and keep it simple. It is important that callers have a clear path to their destination to ensure the best caller experience. Finally, when setting up an auto attendant it is best to use a dial-by-name directory as opposed to a recorded list of employees’ extensions. This makes finding an extension faster for the caller but also prevents a company from having to rerecord the entire list of extensions every time a person leaves the company or a new hire is brought on.
PBN: What are some of the newest auto attendant phone system advances?
SHAHEEN: Many of the new features for an auto attendant have allowed for more functionality and control for the business. Newer features include forwarding extensions to cell phones, voice mail to email and in-depth call reporting. Other features, [such as] a multilevel auto attendant as well as a multi-language auto attendant option empowers companies to offer a wider breadth of communication options to customers.
PBN: Are there any businesses in your view that wouldn’t benefit from one of these systems that technologically direct callers?
SHAHEEN: Outside of emergency services, I believe most businesses would benefit from a phone system that technologically directs its callers. However, most businesses do not get the benefit of these new features discussed because they are not set up, or companies still use older, outdated systems that lack these features.
Susan Shalhoub is a PBN contributing writer.
