An Auto Attendant is often the first point of contact for clients calling your company. Given its importance, creating a professional and user-friendly Auto Attendant can be a challenging task. To help ease the process, we’ve compiled a set of best practices that will ensure your Auto Attendant delivers an excellent first impression.

1. Keep It Simple

When designing an Auto Attendant, simplicity is key. Avoid overcomplicating the menu structure by limiting it to no more than three levels. Additionally, offer no more than seven options per level to avoid overwhelming callers. Research suggests that the human brain can only retain about seven pieces of information at once, so keeping options to a minimum is crucial.

2. Make It Short and Sweet

Time is valuable, especially for your clients. Ensure each recorded message is concise, with a maximum length of 60 seconds. This keeps the interaction brief and prevents frustration from lengthy, unnecessary details.

3. Start with “Hello”

Starting your Auto Attendant script with a simple “Hello” is recommended. This ensures that even if there’s a delay in the system picking up the call, the greeting still sounds smooth and welcoming.

4. Minimize Direct Voicemail Options

When calls come in after business hours, it’s important to direct them to the appropriate voicemail quickly and efficiently. The voicemail should be directed to someone who can assist the client best, reducing the likelihood of frustration from reaching an unhelpful inbox.

5. Maintain Menu Flow and Order

The order and flow of your menu options should make logical sense. For example, if “Press 1 for support” is the first option, the next option should not be “Press 9 for sales.” Instead, group related options together. Also, consider the most common reasons clients call and prioritize those options early in the menu. For instance, if most clients call for billing inquiries, make that the first or second option.

6. Ensure Clear Recordings

Audio quality is vital for a positive caller experience. Listen to your recordings to ensure that they are clear, at an appropriate volume, and at a comfortable speaking pace. Clients should not have to strain to hear the message, nor should it be uncomfortably loud.

7. Avoid Frequent Menu Changes

Consistency is important. Frequent changes to the Auto Attendant menu can confuse regular callers. Find a menu structure that works well and stick with it, only making small adjustments when absolutely necessary.

8. Use an Editor for Recordings

Utilize sound editing software, such as Audacity, to polish your recordings. Editing tools can help remove long pauses, shorten the overall length, and enhance the sound quality, making your Auto Attendant sound more professional.

9. Keep Your Auto Attendant Up to Date

As staff members change, it’s important to keep your Auto Attendant information current. Regularly review and update your recordings to ensure accuracy, and remove any outdated information that could mislead callers.

10. Include a Live Help Option

Always provide an option for callers to reach a live person, such as “Press 0 for an operator.” This ensures that clients who prefer or need immediate assistance can bypass the automated system.

Example Scripts

Business Hours:
“Hello, Thank you for calling Acme Company. If you know the extension you’d like to reach, you may dial it at any time. For accounting, press 1. For sales, press 2. For support, press 3. To hear our company directory, press 9. Otherwise, please stay on the line, and you will be connected with an operator.”

Lunch:
“Hello, Thank you for calling Acme Company. If you know the extension you’d like to reach, you may dial it at any time. All our agents are currently busy at the moment, but if you’d like to leave a voicemail, please listen to the following options. For accounting, press 1. For sales, press 2. For support, press 3. To hear our company directory, press 9. Otherwise, please stay on the line, and you will be connected with an operator.”
(Tip: The same Auto Attendant recording could be used for lunch hours, with options directing to a specific person’s voicemail.)

After Hours:
“Hello, Thank you for calling Acme Company. Our office hours are Monday through Friday, 9 AM to 5 PM. If this is an emergency, please dial 9, and you will be transferred to an operator. Otherwise, please leave your name, number, and a brief message, and we will return your call during the next business day.”

By following these best practices, you can create an Auto Attendant that is efficient, professional, and leaves a positive impression on your clients.