An auto attendant, sometimes called an IVR, is the recorded greeting and menu that answers your business calls. Thanks for calling, press 1 for sales, press 2 for support. Done well, it makes even a one-person business sound organised and stops calls landing on the wrong person. Done badly, it annoys callers. Here is how to set one up that people actually appreciate.
Step 1: Map out what callers actually want
Before you record anything, think about why people ring you. Most businesses find calls fall into two or three buckets, such as new enquiries, existing customers with a question, and accounts or billing. Keep it simple. A short menu with a few clear options beats a long one that makes people press five buttons to reach a human.
Step 2: Write a short, clear greeting
Keep it friendly and get to the options quickly. Something like: thanks for calling your business, for sales press 1, for support press 2, to speak to someone about an existing order press 3. Say the option before the number so people can listen for the one they need. Avoid long marketing spiels at the start, callers just want to get through.
Step 3: Decide where each option goes
For each number, choose where the call should ring. It might be one person, or a whole team through a call group so someone always answers. Make sure every option lands somewhere sensible, and always give people a way to reach a real person rather than getting stuck in the menu.
Step 4: Record the greeting, or have it read out
You have two choices. Record it yourself for a personal touch, or type the wording and have the system read it out in a natural voice. Typed greetings are handy because you can change them in seconds when something updates, like holiday opening hours.
Step 5: Plan for out of hours
Set a separate message for when you are closed. Let callers know your opening hours and invite them to leave a voicemail. With voicemail to email, that message lands in your inbox so you can pick it up first thing.
Step 6: Test it by ringing in yourself
Once it is set up, call your own number and go through every option. Make sure each one rings the right place and the greeting sounds clear. Ask a colleague or a friend to try it too and tell you honestly if anything is confusing.
A few things that make a menu better
- Keep it to three or four options at most.
- Say the department before the number.
- Always offer a route to a person.
- Review the wording every few months so it stays accurate.
We will set it up for you
With Virtual Voice Office you do not have to build any of this yourself. Our Office Pro plan includes a full auto attendant, and we configure the menu, the greeting and the routing for you as part of getting you set up. Tell us how you want calls handled and we will make it happen. We are North East based with real support from Sunderland.
0191 543 3488 | sales@virtualvoice.uk | virtualvoice.uk
