Voice Mail

Voice mail varies in its degree of sophistication and in the facilities it offers users. Every incoming call to your business should be answered quickly and efficiently, whether or not there is a member of staff available.

Voice mail enables users, at the touch of a button to record their own personal greeting, screen calls before choosing to answer them, and record personal reminders or even telephone conversations. Staff are not interrupted to take messages for their colleagues, and they can listen to their messages at the most convenient time, without interrupting more important tasks. In addition, greetings can be programmed to change automatically for day, night or holidays etc and messages can be stamped with a date and time.

Automated Attendant

Automated attendant acts as an additional operator, so that customers need not wait for their calls to be answered. Callers are asked to dial the extension number they require or are provided with a number of options, eg for sales please press 1, for support press 2 or to speak to an advisor press 3. Auto attendant is an ideal solution for busy departments - such as reception areas and call centres - or out of hours periods, which allows you to redirect incoming callers to the department or extension they require without a member of staff handling the call. By prompting and empowering the incoming caller they are less likely to hang up than if presented with an engaged or constant ringing tone. The perception of service is also increased as their call is processed professionally and efficiently without the need to wait for receptionists to hold or transfer them.

Benefits

If you experience any of the problems below, voice processing can help:

• A delay in answering incoming calls due to your switchboard being busy
• Customers wanting to dial people directly rather than going through the receptionist
• Callers having to call back because the person they require is engaged or not at their desk
• Callers wishing to contact the company outside normal office hours
• Staff may be repeatedly disturbed by callers requesting routine or repetitive information, such as price lists or maps
• Messages taken by hand are often garbled or inaccurate

Over a few months, these inefficiencies add up to a surprising amount of wasted time. Voice processing can vastly improve a company's efficiency and customer service.