Three: Interactive call routing

Now that you’ve mastered the hand’s off auto-attendant features it’s time to put your customer in control. By using the interactive menu features of your virtual business phone system, you can guide your caller to the right outcome… 

Route callers to the right person or department

By using the menu system in the auto-attendant you can allow customers to self-select who they would like to speak with. Not only does the customer feel they are getting to the right place, it does double duty giving your company a” big-business” image. Your callers can be routed to one specific number, a “department” where the auto-attendant rolls calls to a series of numbers until someone picks up or a number that is used for multiple options (your customers do not need to know that “sales”, “billing” and “support” all go to you).

“Greetings, you’ve reached The PC Guys, to speak with a technician press 1, to connect to our store manager press 2 to inquire about an order press 3.”

Provide pre-recorded information

Perhaps you want to give a caller a series of choice to allow them to help themselves, that’s easy too.

“Welcome to Ohio Tile, press 1 for directions to our showroom, press 2 for a list of local dealers, press 3 to learn about our 1/4in floor tile recall.”

Send to voicemail

You also have the option of sending people to voicemail, especially useful as afterhours messages.

“This is South Western Chiropractic, our clinic is currently closed. If you would like to leave a message for Dr. Bob please press 1 now and he will get back to you within 24 hours”