Never Miss a Call with an Auto-Attendant

The debate over ridding a company of a traditional receptionist whose sole role is to answer phones or direct calls, and replacing that person with an auto-attendant remains fairly heated. An auto-attendant allows callers to be automatically transferred to an extension without the help of a human receptionist. Typically a recording will answer the caller after a few rings and give them directions to be transferred to the person they are seeking. This can be a touch-tone menu in which the caller presses 1 to reach a particular extension or a menu that interprets a caller's voice and directs them accordingly.

While an auto-attendant is much more efficient and eliminates the payroll expense, many people still prefer to talk to a real person rather than interface with a computerized system. Businesses that are looking to cut costs and become leaner often believe that it is easiest to simply eliminate the receptionist position and replace it with a phone system featuring an auto-attendant. Before making this decision it is important to weigh another option: utilizing both an auto-attendant and an employee who not only answers phones or directs calls, but also can assume other responsibilities as well.

The standard job description for a receptionist or secretary indicates their responsibilities include:

• Answer phone according to the company telephone procedure.
• Greet customers in a friendly manner and ensure high quality service.
• Schedule, confirm appointments and maintain the company calendar.
• Maintain neat and orderly front desk and waiting area.

Often businesses that operate 24 hours each day will hire multiple receptionists dedicated to just operating the telephone system. They are not required to greet customers, but they are obligated to direct calls at every moment.

Although a phone system with the auto-attendant feature cannot greet customers and maintain an orderly front desk, it can answer the phone properly and direct calls efficiently. Other capabilities of an auto-attendant include:

• Call transfer
• Flexible line rings
• Multiple operators
• Multiple greetings
• Menu and submenu hierarchy trees
• Announcements (e.g. hours of operation, directions)

It is unlikely that an auto-attendant will ever properly replace the convenience and problem-solving ability of a real person, but it does serve as an excellent complement to this individual. A great way to cut costs and maintain the presence of a human being is to hire someone who can satisfy multiple organizational roles. For example, hiring a person who can perform basic accounting needs will be able to assist an accountant, fulfill other receptionist responsibilities and answer phones when needed. The auto-attendant will ensure that your business never misses a call by assuming phone responsibilities when the receptionist is functioning in other roles.

For businesses that operate 24 hours each day an auto-attendant can be a cost-saving investment. Rather than hiring multiple receptionists to answer the phone, the business may hire fewer receptionists and allow the auto-attendant to answer those calls that cannot be handled by the smaller staff. The business may also to choose to utilize only the auto-attendant during their slowest times each day in an effort to cut labor costs.

No matter the business, a phone system with an auto-attendant feature will help save money and resources. Businesses can now keep their human receptionist staff and use the auto-attendant to pick up the slack so that an important call is never missed again.