Who Should Be Answering Your Phone?

Have you made the decision to use an auto-attendant? What went into that decision? Your company needs an edge, and how your phone is answered is a critical place to start.

Consider this real-life example: A company I recently worked with had a “live answer only” policy, thinking it was pleasing its callers. But with four salespeople answering calls, callers had only a 25 percent chance of their specific salesperson answering the call. If the salesperson the caller wants to talk to does not answer the phone, it means the customer may experience hold time, transferring, and maybe even voicemail hell! Without a dedicated receptionist, a caller’s experience will be different every time. And that’s a difficult environment for making your company stand out!

Here’s where you gain an edge. This environment is perfect for implementing an auto-attendant solution. But give your callers control over where they go. Offer your salespeople’s extensions right up front, so callers can reach them by name, extension, or option. This offering gives callers a precision experience because they reach exactly the right person 100 percent of the time.

A second benefit to your company is eliminating interruptions and distractions for your employees. Pugh Research says that every time a call takes your employee off task, it takes up to ten minutes for him to recover. Once the employee no longer has to handle calls for co-workers, he will stay much more focused on the task at hand.

Your competition has made a knee-jerk reaction to how its phone is answered. Now you can get a step ahead by extending your superior showroom experience over the phone to your valuable callers.

Rock your customer’s world while controlling the interruptions for your staff!

Live or auto-attendant? Evaluate your inside environment to make that decision with confidence.

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