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Glossary

What is Automated Attendant?

An automated attendant is a programmed system that greets your customer and automatically transfers their call to an appropriate expert without the intervention of any operator. Auto attendant is a central part of virtual PBX system, wherein the necessity of hiring a full-time receptionist is eliminated. This system not only reduces paper work but also save huge amount of time and money, however duplicating data entry and errors.

An auto attendant serves as a receptionist that answers the phone call and route it professionals of the help desk outsourcing companies. They provide callers with your company greeting and dialing menu options. This call center metric has two modes, one for business hours and other for after hours.

Typically automated attendant offers a menu to callers to which they can easily respond by clicking or pressing keys on their telephone. Take for instance, IVR system welcome callers and urges to press key to continue with the services offered by call center service provider. “Press 1 to know more about sales; press 2 for service; press 3 for hours of operation; press 4 for other questions and concerns. To repeat this menu, press 5 and to speak with a customer service representative, press 0 or stay on the line.”

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