An auto attendant is a computerized system that answers calls and plays a pre-recorded message with options for the caller to select. It directs the call to the appropriate extension and some offer the option to speak to a live operator. While convenient, some callers may become frustrated with the system.
An auto attendant is a computerized system that answers telephone calls and plays a pre-recorded message to callers. This pre-recorded message usually provides a caller with a list of options and allows them to select a preference by using their touch-tone telephone keypad or, in some cases, by speaking into their telephone. Based on the information provided by the caller in this way, the auto attendant then directs the call to the appropriate telephone extension. In some cases, auto attendants provide an option to reach out to a live operator as well.
Years ago, when an individual would have contacted a company, they would have reached a live person who would ask them questions and direct their call. If the person available to take your calls was busy, the caller may be put on hold or have to call back at another time. Some companies have employed many different people in order to answer more calls and provide assistance faster. Today, however, many businesses use auto attendants to answer calls from their customers. These computerized systems perform the same basic tasks as an active person and route calls to other extensions.
Like live attendants, auto attendants rely on caller input to route calls appropriately. Often, every choice a person can make is associated with a number on the keypad, and the auto attendant provides a menu of selections for callers to choose. Some are able to recognize even simple vocal responses. Many of these systems also allow callers who know the extension number of the person they wish to meet to enter it immediately rather than hearing all the menu selections. Also, some allow callers to say “operator” or dial a specific number to reach a live operator.
While auto attendants can prove convenient, they are not always well received by those who use them. Sometimes the clients and customers of a business that uses an auto attendant become frustrated or even angry because of the challenges it presents. For example, in some cases, the selections presented do not meet the caller’s needs or the system may not recognize the caller’s request. Sometimes the caller can make a mistake and press the wrong button and experience delays in routing the call. An individual may even find an auto attendant frustrating when they call with an urgent matter and are delayed getting help due to the computerized system.
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