When you recorded the main greeting for your phones, did you really start with an automated attendant script? Or just “wing it”? For a New York business it really does make a difference, in how professional you sound, in how efficiently you route callers to the right place, and how impatient callers get when they call you (these are New Yorkers!). These are all good reasons to pay attention to what your VoIP or PBX phone system greetings say…especially since it’s so easy to get it right.
So let’s talk about your…
Automated Attendant Script, and how to make it better
If you’re like me, you have a “love/hate” relationship with telephone system auto attendants. If you’re a frequent caller to the business, you might remember the options you frequently need. I know them by heart when I call my bank. I can get to the right department faster than anyone. (I am a New Yorker, after all)
But New Yorkers a business for the first time and facing endless options and sub menus know that means lots of wasted time. Instead of reaching an operator who could immediately transfer me to the right person, you spend a minute…two minutes…suffering through the endless choices.
So what can you do?
3 Tips To Use Today
Recording new greetings and prompts just takes a moment. It actually takes longer to plan (and write a script) for your greeting than to record it. When you realize that you’ll provide better service with the right Automated Attendant Script recording, try these 3 ideas:
- Before you start, listen to your calls. You’ll probably hear that 80% of your callers ask for the same 20% of your options. It’s called the Pareto Principle. So when you’re deciding which options to offer first, help your callers: offer them the most popular choices…the ones they’ll probably choose…first. For example, if everyone wants technical support (and not your sales team) offer this option first. You’ll have happier customers, which ends up leading to more sales.
- Keep it simple, and brief. Let the caller know that they’ve reached the right place by mentioning your company name. Many businesses then try to turn the greeting into an advertisement. If you do, keep it brief…no more than 8-10 words. Then give them options
Then, give them a shortcut: “If you know your party’s extension you may dial it at any time.” They will. - Make it easy for your caller to make the right choice by wording your greetings better. Keep each option as brief as possible, and then
- Instead of saying “Press 1 for Sales”
- Say “For Sales press 1”
Why? Because most callers only listen “half way” and are distracted. They’ll only start to pay attention when they hear the choice that they really want.
More ideas
These are the basics, but there are lots of other ideas that will help your customer more efficiently and keep them happy.
- Do you offer foreign language assistance? Tell them up front: “For Spanish press 8. For French press 9.
- Keep all your choices in numerical order. It will cut down on mistakes
- Include a “human” option: you can’t think of everything when you’re devising your options. Some callers won’t fall into any of the categories. So offer a “human” option: “For operator assistance press 9.” If you use “0” for operator assistance, you’ll probably be overwhelmed by callers who choose this as soon as they hear your greeting.
- Do all of your options really go to different places? Don’t add unnecessary options.
Think of your callers
Automated Attendant apps were originally invented to save you time and money (and eliminate the “operator”) Callers know this. Most don’t like them. So put yourself in your callers’ shoes. You actually can make them helpful.
Sound more professional
If the same voice will great all your callers, why not invest in sounding more professional? Find out about a professionally written script and professional voice over recording can help you make a great first impression every time.
Find out more by clicking here, or by calling The Informer in New York at (212) 355-6980.
