How and Why to Implement Automated Attendant Phone Systems in 2021

How and Why to Implement an Automated Attendant Phone System in 2023

If you‘ve called a business recently, chances are you were greeted by an automated attendant. Also known as an auto-attendant or virtual receptionist, an automated attendant is a phone system feature that greets callers with a pre-recorded message and routes their call to the appropriate person or department.

Automated attendants have become ubiquitous in the business world – and for good reason. They enable companies to efficiently handle a high volume of inbound calls while freeing up staff to focus on more complex customer interactions and revenue-generating activities. And when implemented well, an auto-attendant actually improves the caller experience with 24/7 availability and quick, easy routing to the right destination.

In this comprehensive guide, we‘ll take a deep dive into automated attendants. You‘ll learn exactly how they work, the key benefits they provide, and best practices for choosing and configuring a system. We‘ll also highlight the top auto-attendant phone systems on the market and share implementation tips to ensure your automated attendant is a success.

How an Automated Attendant Works
An automated attendant is essentially a virtual receptionist that greets callers and directs them to their desired destination based on the options they select. Here‘s how a typical auto-attendant interaction works:

1. A customer calls your main business phone number.
2. The automated attendant greets them with a pre-recorded message. For example: "Thank you for calling ABC Company. For sales, press 1. For customer support, press 2. For billing, press 3. For all other inquiries, press 4 or stay on the line."
3. The customer presses the number corresponding to their needs.
4. The auto-attendant transfers the call to the appropriate extension or phone number based on the selection.
5. If the call is not answered, the auto-attendant typically provides options to leave a voicemail, dial another extension, or return to the main menu.

Behind the scenes, the automated attendant is programmed with a call flow that defines the menu options, recordings, and routing destinations. This call flow can be as simple or complex as needed based on the size of the organization and the different types of calls it receives.

Most auto-attendants also provide a dial-by-name directory that allows callers to enter the first few letters of an employee‘s name to be connected directly. Other common features include:

• Customizable greetings for business vs. non-business hours
• Multilingual prompts
• Voicemail-to-email transcription
• Real-time analytics and reporting
• Integration with CRM and help desk software

Benefits of an Automated Attendant
So why have automated attendants become a must-have for so many businesses? Implementing an auto-attendant provides several crucial benefits:

1. Improved efficiency. An automated attendant can handle a virtually unlimited number of simultaneous calls, meaning callers never get a busy signal. Calls are quickly directed to the right person or team, reducing the time customers and employees spend on the phone.

2. Cost savings. With an auto-attendant handling call routing, businesses can reduce or eliminate the need for a receptionist or live operator. This results in significant salary and benefits savings. Companies that receive a high volume of calls often see a return on their auto-attendant investment in less than a year.

3. 24/7 availability. Automated attendants operate around-the-clock, ensuring callers can always reach your business. For many customers, the ability to call anytime and get basic information or leave a message provides peace of mind and can be a competitive differentiator.

4. Enhanced customer experience. While speaking to a live person is great, being placed on long holds is extremely frustrating. A well-designed auto-attendant gets callers to the information or person they need quickly via an intuitive menu. Features like multilingual support and dial-by-name directories further enhance convenience.

5. Professional appearance. An automated attendant with a professionally recorded greeting makes your company sound established and credible. This is especially valuable for small businesses that want to "punch above their weight."

6. Employee productivity. By fielding straightforward inquiries and routing calls, an auto-attendant reduces the time your team spends handling the phone and allows them to be more productive. Staff can also update their status in real-time (e.g. out sick, on vacation) and have calls automatically rerouted, minimizing disruption.

As an example, one small insurance agency implemented an automated attendant and saw an immediate impact. Inbound calls were evenly distributed across their team of five agents instead of all going to one line. The dial-by-name directory enabled clients to reach their specific agent without having to know their extension. And the auto-attendant‘s 24/7 availability meant after-hours callers could access basic information or leave a voicemail, resulting in higher client satisfaction and retention.

Choosing an Automated Attendant System
Now that you understand the benefits an automated attendant provides, how do you go about choosing a system? There are dozens of auto-attendant phone systems on the market, but they are not all created equal. Here are the key features and capabilities to look for:

1. Cloud-based architecture. On-premises phone systems are increasingly obsolete. A cloud or hosted automated attendant is far more flexible, cost-effective, and easy to manage. Look for a system that is fully browser-based with no hardware or software to install.

2. Intuitive interface. You should be able to easily configure your call flow, record greetings, and make changes using a visual interface. Avoid systems that require extensive technical knowledge or coding to program the auto-attendant.

3. Robust feature set. While the core auto-attendant functionality will be similar across systems, the devil is in the details. Prioritize features like advanced call routing (time of day, geolocation, etc.), CRM integration, customizable hold music, and real-time analytics.

4. Reliable customer support. Your automated attendant will be a mission-critical system, so responsive technical support is a must. Look for a provider that offers multiple support channels (phone, email, live chat) and has a proven track record of quickly resolving issues.

5. Scalability. As your business grows, you need an auto-attendant that can scale with you. Make sure the system can accommodate your future needs in terms of number of extensions, call volume, and advanced features like an IVR (interactive voice response).

6. Third-party integrations. Your auto-attendant shouldn‘t exist in a vacuum. Ensure it integrates with the other tools your business uses, such as your CRM, help desk software, and collaboration apps like Slack or Microsoft Teams. These integrations allow you to automate formerly manual processes and get more value from your system.

Top Automated Attendant Phone Systems
With the above criteria in mind, here are our top picks for the best automated attendant phone systems:

1. Nextiva
   Nextiva offers a full-featured yet easy-to-use auto attendant as part of its cloud VoIP phone system. The visual call flow builder makes it simple to create custom menu options and routing rules. Other standout features include an AI receptionist that can automatically direct calls based on natural language, advanced call analytics, and native integrations with Salesforce, HubSpot, and other popular business apps. Pricing starts at $18.95 per user per month.

2. RingCentral
   RingCentral is another leading provider of cloud-based phone systems with a robust auto-attendant offering. Its key differentiators include the ability to create multiple auto-attendants (e.g. for different departments or locations), a "zero out" option that automatically routes calls to a live operator, and a library of professional greetings you can use. RingCentral also has an open API that allows you to integrate the auto-attendant with virtually any other software. Pricing starts at $19.99 per user per month.

3. Grasshopper
   Grasshopper is a virtual phone system designed for small businesses and entrepreneurs. Its auto-attendant is very user-friendly, with a simple setup wizard and the ability to create custom greetings by uploading an audio file. Grasshopper also provides toll-free and vanity numbers to make your business look more professional. Pricing starts at $26 per month for one number and three extensions.

4. Ooma
   Ooma Office is a feature-rich yet affordable VoIP phone system that includes a highly customizable auto-attendant. You can create separate menus for business and after-hours calls, upload or record an unlimited number of messages and greetings, and even have your callers‘ names announced when they dial an extension. Ooma also includes a mobile app that allows you to manage your auto-attendant and make/receive calls on the go. Pricing starts at $19.95 per user per month.

Best Practices for Auto-Attendant Success
Implementing an automated attendant is a big step for any business. To ensure yours is set up for success, follow these best practices:

1. Keep menu options simple. Limit your auto-attendant menu to no more than 4-5 options to avoid overwhelming callers. If you need more options, consider using a tiered menu structure.

2. Use plain language. Avoid jargon or technical terms in your menu options and greetings. Use clear, concise language that the average caller will easily understand.

3. Record high-quality greetings. Your auto-attendant greetings are often the first interaction a caller has with your brand – so they need to be professional and on-brand. Hire a voice artist or use a studio-quality microphone in a quiet room to record. Include an option for callers to press 0 to reach a live person at any time.

4. Optimize your call flow. Regularly review your auto-attendant analytics to see where callers are dropping off or getting stuck. Don‘t be afraid to experiment with different menu options, greetings, and routing rules to reduce abandonment rates and improve the customer experience.

5. Provide self-service options. If there are common inquiries that don‘t require a live person (e.g. business hours, directions, FAQs), include that information in your auto-attendant. Providing self-service can significantly reduce your call volume and frustration for customers.

6. Train your staff. Make sure your team knows how to update their status in the auto-attendant (e.g. out of office) and how to transfer calls using the system. The more comfortable they are with the tool, the better the experience will be for callers.

The Future of Automated Attendants
While automated attendants are hardly a new technology, they continue to evolve and add exciting new capabilities. Artificial intelligence is being used to power more natural, contextual conversations between callers and virtual agents. And as voice recognition technology improves, we‘re not far off from auto-attendants that can understand and route calls based on spoken responses, not just keypad presses.

Integration is another major trend in the space. Forward-thinking companies are connecting their auto-attendants with their CRM, help desk, and other systems to personalize greetings, automatically open tickets, and "screen pop" relevant information to agents. These integrations turn the auto-attendant from a simple routing tool into an intelligence hub that enables faster resolutions and more productive conversations.

Cloud architecture is also driving rapid innovation and democratizing access to auto-attendant technology. Whereas on-premises systems were extremely expensive and time-consuming to update, cloud auto-attendants can roll out new features and capabilities with the push of a button. And with subscription-based pricing, even the smallest businesses can now afford an enterprise-grade solution.

Getting Started with an Auto-Attendant
If you‘re intrigued by the benefits an auto-attendant can bring to your business, getting started is easier than you might think. Most of the leading providers offer free trials that allow you to set up a complete system and test drive it for 2-4 weeks. And because these systems are true cloud software, you can be up and running in 24-48 hours with no technicians or hardware required.

The key is to choose a solution that aligns with your business needs and priorities. Consider your call volume, current phone system, and the level of customization you require. Ask providers about their onboarding and support process and read reviews from current customers to get an unbiased perspective.

Whichever system you choose, one thing is certain: an automated attendant can be an absolute game-changer for your business. From significant cost savings to happier customers and more productive employees, the benefits are simply too great to ignore. So what are you waiting for? Take the first step today and see what an automated attendant can do for you.