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Now imagine this is what a customer hears when they call your business. These lines are read by a virtual receptionist, also known as an auto attendant (AA), who greets you and routes your call to the preferred agent or department. Accompanied with the IVR (interactive voice response) system, AA allows call forwarding to representatives based on keypad inputs.
Before we get to the dos and don’ts of an auto attendant script, let’s explore why you should be employing a digital operator in the first place:
Consider this—a high volume of calls is blowing up your phone lines. In the absence of digital assistance, you’re left with two options. First, to let the consumer suffer through the dial tone and music while they wait to be connected, and second, to hire several operators who would be responsible for multiple calls. Let’s face it, neither seems attractive.
However, with the introduction of a virtual receptionist, you can create a uniform greeting to welcome callers, while also saving money on staff recruitment and training.
Additionally, a human operator would have to manually deal with the spam calls that could have been easily navigated and filtered by the auto attendant. Furthermore, your customers are happier to have their calls picked up on the first ring. Gone are the days of counting rings while waiting for an executive to answer.
Since you can control the auto attendant script, you can plug in any basic information that you need to convey to your callers. If a majority of your calls are centred around the same query, you can simply put that information into the script and save your employees the hassle of having to explain it numerous times. This way, you also reduce repetitive calls.
Finally, the presence of this technology lends a professional look. When a digital receptionist greets a caller, the latter is instantly given the impression of a well-managed and technologically forward business. This is especially true in case your firm receives a call post work hours. Your virtual operator is functional 24×7, and can inform the consumer of your work timings, encouraging them to leave a message.
There are several merits of using an auto attendant, it’s important to know how to use this feature properly in order to reap the maximum benefits. The script is the make or break factor: a good one will leave consumers feeling satisfied, while a bad one can frustrate them. Here are some simple dos and don’ts to follow while constructing a script for your auto attendant:
As mentioned above, your digital receptionist is only as good as its script. Do the following to make a strong first impression on a caller:
While we have understood what must be done to improve upon your scripts, there also needs to be a discussion about what to avoid to maintain a healthy brand image:
IVR has become an integral feature in contact centres around the world. Auto attendants allow you to greet consumers and help them navigate the IVR system. Using the right words and techniques to communicate in this step is vital, considering this is the first impression any caller will have of your business. The more complex your script becomes, the less the likelihood of its success. However, keeping things short and organised will put your best foot forward for the customers. You can follow very easy steps to put forward a hgh-quality virtual receptionist service.
Introduce auto attendants through IVR in your organisation from Fortius and enjoy the benefits of cost-effective, consistent, and efficient virtual operators.
A dashboard should be wise and that’s what you get with Fortius. You can easily monitor live agents and check the campaign status and ongoing activities across various departments.
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