Transforming The Customer Experience

Q&A: What's a good way to handle incoming calls?

Posted Oct 31, 2013 7:11:21 AM

ID-10074878You want to make sure your calls are handled by someone who is friendly, helpful, and most importantly, consistent. So, a good way to handle your company's incoming calls is with a receptionist. A decent receptionist should be able to answer some of your callers frequently asked questions, assist with call routing, and be the "voice of your brand." And while there's no substitution for a fantastic receptionist, there are a few other options out there that can allow you to handle incoming calls more efficiently, and free up your receptionist for other more important tasks.

An automated attendant (or auto attendant) is a great way to handle calls if your company gets a lot of the same questions over and over. It's also nice for routing calls, whether the caller knows what they need or not.

A step up from an auto attendant is a piece of equipment we refer to as a Call Handler. With this type of system, greetings can be programmed to play during certain hours or on certain days. Call Handlers are great for getting in a short message about the daily special, or a promo you want to advertise, without your receptionist repeating the information every time he/she picks up a call.

Another way to handle incoming calls is with Interactive Voice Response (IVR). This system can be programmed in a nearly-unlimited manner of ways, to respond to the human voice as a human would.


Want to make your good call handling great? If you're interested in adding an auto attendant, call handler, or IVR to your phone system, give us a call at 800-584-4653 x6382 or contact us here!