Do Your Customers Hate Your Auto-Attendant? 5 Common Mistakes

By June 28, 2018 September 6th, 2018 No Comments

You want your business to run smoothly, and part of helping your business run smoothly is handling incoming calls. One means of maintaining your business phone system in an organized fashion is by incorporating an automated attendant, or Automated Call Distribution (ACD).

An ACD is a simple voice recording that assists your caller in reaching their destination. For example, you might have an ACD menu where your caller presses 1 for sales, 2 for IT, etc.

Ideally, you want your ACD to be as simple as possible. Unfortunately, in some cases, your ACD might be overcomplicated. When this happens, your ACD might be doing more harm than good. In this article, we’re going to go over the 5 most common mistakes.

  1. First and foremost, you want your business phone system helping your callers reach where they want to go. ACDs that go nowhere, or ACDs that go everywhere, can result in an overload. ACDs that go nowhere basically provide your callers with a variety of options, none of which are where they want to go. The result? Your caller dials ‘0’ for ‘Operator’, negating the benefit of the ACD and, when all of your callers do this, overloading your operator.
    On the other side of the equation, ACDs with too many options can become a maze. Your caller spends all his/her time trying to navigate menus and traveling in circles. Ultimately, they end up getting frustrated and hanging up, which may mean a lost sale or – worse yet – and unhappy client.
  1. You want a quality recording, rather than a recording that sounds like a bored drone speaking, or someone’s grandmother. Your ACD recording is the “first contact point” so to speak for many of your clients and potential clients, so you want the recording to create a positive and accurate first impression. You want your speaker to enunciate clearly, speak confidently, and instill positive feelings into your caller.
  1. Speaking to a real human should always be an option. In a perfect world, your ACD takes care of everything and you have no need for an operator. Then again, the world isn’t perfect and sometimes your callers will approach your company with questions or situations that don’t easily fit into any of the categories provided by your menu. In this case, you always want them to be able to dial ‘0’ to speak to a real human being.
  1. Wait times are the bane of telephones. Ever since the ‘hold’ option was introduced, callers have disliked being put on hold. Sometimes this is inevitable, but you can take proactive measures to monitor and track caller hold times. Once you’re tracking hold times, you’re able to address the problems and cut down on them.
  1. Silent but deadly? More like silent IS deadly. Some nice background music can go a long way with your business phone system. When your caller is on hold, provide soothing music for them to listen to, which will make them happier.

Your business phone system is important, and Digitcom is dedicated to helping you streamline your systems and giving your clients the best experience possible. Do you have any questions or comments about your ACD? send us an email or call at 1-866-667-8357 and we’ll see what we can do to help you.


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