Setting up an automated call answering service can be daunting for small businesses without dedicated IT staff.
This step-by-step guide outlines everything you need to know to easily configure a virtual phone receptionist that seamlessly integrates with your existing systems.
You'll learn the essential features to look for, how to set up call routing rules and custom greetings, and tips for optimizing the experience to boost customer satisfaction.
Introduction to Automated Call Answering Services
Automated call answering services, also known as virtual receptionists, are AI-powered systems that answer and route incoming calls for businesses. They can serve as an always-on front desk receptionist that greets callers, provides basic information, transfers calls to the right people or departments, takes messages, books appointments, and more.
For small businesses, implementing an automated call answering service offers numerous benefits over traditional human receptionists:
Exploring the Best Automated Call Answering Service
An automated call answering service works by integrating with your existing business phone system. When a customer calls your business number, the automated attendant answers with a customized greeting that sounds like a real person. Using natural language processing and speech recognition, it can have natural conversations, understand callers' requests, and take appropriate actions.
Key features virtual receptionists offer include:
- Call routing to direct callers to the right people or departments
- Voicemail and message taking abilities
- Appointment booking and calendar management
- Customer service responses for common inquiries
- Integrations with CRM, helpdesk, accounting and other business software
Leading providers use advanced AI and speech technology to create realistic-sounding voices, understand industry terminology, and tailor responses to your unique business needs.
Advantages of Automated Answering Service for Small Business
For small businesses, implementing a virtual receptionist service offers numerous advantages:
Cost Savings
- No need to hire, train or manage reception staff
- Operates 24/7 without overtime pay or sick days
- Scales easily during peak periods without added costs
Improved Efficiency
- Automates simple, repetitive tasks
- Frees up staff to focus on high-value responsibilities
- Provides callers immediate responses without wait times
Enhanced Customer Service
- Offers always-on support customers can rely on
- Handless increasing call volumes without compromise
- Customizable to match your brand voice and terminology
Easy Integration
- Integrates directly with your existing systems
- Requires no specialized hardware purchases
- Can be set up in minutes with no programming
Essential Features of Top Auto Attendant Phone Systems
When evaluating automated call answering services, key features to look for include:
The system should be able to identify caller requests and automatically transfer them to the correct extensions or voicemail boxes.
Custom Voicemail
Look for personalized voicemail greetings for individual extensions along with convenient message access.
Calendar Integration
The ability to sync with online calendars enables accurate appointment booking right within the call.
CRM Integration
Connecting the service with your CRM helps automatically log interactions and access customer data.
Custom Call Flows
An easy-to-use call flow builder lets you set up IVRs, create call trees, and customize how calls are handled.
Usage Reporting
Usage reports and analytics provide visibility into call volumes, peak times, and more to inform staffing.
Flexible Call Handling
Make sure the system offers overflow call support, on-demand call pickups, and flexibility to adapt as your needs change.
How much does an automated answering service cost?
The cost of an automated answering service can vary depending on the features, number of users, and usage. Here is an overview of what to expect:
Monthly Service Fees
Most providers charge a monthly fee that includes:
- Access to the service for a set number of users
- A certain number of included minutes per month
- Basic features like call routing, voicemail, etc.
Typical price ranges are:
- Basic: $50 - $100 per month
- Intermediate: $100 - $150 per month
- Advanced: $150+ per month
The more features and users included, the higher the monthly fee.
Per Minute Rates
Once the number of included minutes per month is exceeded, most services charge per minute fees such as:
- $0.50 - $1 per minute
- $1 - $2 per minute
- $2 - $3 per minute
Some providers offer unlimited minutes for an additional flat monthly fee.
One-time Setup Fees
Expect to pay a one-time setup fee of $100 - $300 to cover costs like:
- Configuring the system
- Porting phone numbers
- Recording custom greetings
The setup fee can sometimes be waived with an annual contract.
So in summary, a basic automated answering service may cost around $100 per month including some usage. More advanced services with unlimited minutes can run $200 - $300 monthly. Carefully evaluate features needed to find the best value.
What do you call an automated answering service?
An automated answering service refers to a system that can handle incoming calls and interact with callers without human involvement. There are two main types of automated answering services:
Auto-Attendants (AA)
An auto-attendant is an automated phone menu system that greets callers and routes calls based on the digits pressed on the phone keypad or by speech recognition. Key features of auto-attendants include:
- Greeting callers with a custom recorded message
- Providing a menu of options for callers to choose from
- Routing calls to extensions, voicemail, call groups, or external numbers based on menu selections
- Allowing callers to dial by name or extension number
- Handling multiple incoming calls simultaneously
Auto-attendants act as virtual receptionists to screen, direct and transfer calls automatically 24/7. They are one of the most common and affordable automated answering services.
Interactive Voice Response (IVR)
Interactive voice response (IVR) systems are more advanced auto-attendants that interact with callers using voice prompts and touch-tone keys. IVRs enable:
- Natural language understanding of caller requests
- Integration with databases and other systems to access information on-demand
- Self-service applications for common tasks like checking account balances
- Call routing based on caller ID or input collected from the caller
- Speech recognition for callers to state names or addresses
So in summary, auto-attendants provide basic call routing while IVRs allow customized self-service applications through conversational dialogues. Both qualify under the umbrella term of "automated answering services".
What is the automation of telephone answering service?
An automated phone answering system, also known as an interactive voice response (IVR) system, is a phone system that interacts with callers without a real human on the line. The entire phone call, or phone tree portion of the call, is handled through a preset automated system.
Here are some key things to know about automated call answering services:
- Automates simple and repetitive phone tasks like greeting callers, gathering information, and transferring calls. This eliminates the need for a dedicated receptionist.
- Uses interactive voice menus and AI technology to understand callers' requests and respond appropriately. Can recognize speech, interpret questions, and retrieve data.
- Customizable to handle industry-specific terminology and mirror a company's voice. Easy to update when business needs change.
- Available 24/7 without holidays, sick days, or overtime costs. Provides reliable constant coverage.
- Integrates seamlessly with existing business phone systems and workflows. Functions as a seamless extension of current operations.
- Significantly lowers labor costs associated with manual phone receptionists. Saves money while enhancing customer service.
In summary, automated call answering utilizes AI and speech recognition to remove the human element from simple call handling tasks. This allows small teams to effectively manage high call volumes, screen inquiries, gather information, and route callers to the right people or resources. The automated system delivers huge cost savings and round-the-clock availability.
How do I set up an automated answering system?
Setting up an automated answering system like Dialzara is a straightforward process that can be completed in just a few steps. Here is an overview of what is involved:
1. Choose a Phone Number
The first step is to determine which phone number you want routed through your automated answering system. This may be an existing business phone number or virtual phone number purchased specifically for the system. Ensure it is a number customers already call to reach your company.
2. Record a Greeting
Next, you'll record a professional greeting that will play when calls come into your automated system. Keep it short and friendly while clearly identifying your business.
3. Create Menu Options
Then, build out the menu structure and options callers will hear. Set up logical numeric choices to route calls, like "Press 1 for sales, press 2 for support".
4. Add Call Routing Rules
Configure rules defining what should happen when menu options are selected. For example, "Route option 1 to sales extension 500". Advanced call flows can be built based on factors like day, time, caller ID, and more.
5. Choose Phones
Finally, select which phones or extensions should ring when calls are routed by the system. Set up ring groups if calls should alert multiple people.
With these core components configured, your automated call answering system will be ready to handle inbound calls 24/7. Benefits include reducing missed calls, improving customer experience, and saving staff hours. Reach out if any questions arise during setup!
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Choosing the Right Automated Call Answering Provider
Selecting the best automated call answering service for your small business can be challenging with so many options to evaluate. This guide covers key factors to consider so you can make an informed decision tailored to your needs and budget.
Automated Call Answering Service Cost Considerations
Pricing models vary widely, so compare plans carefully before committing:
- Per minute rates typically range from $0.15 to $1.00 per minute. Calculate costs based on average monthly call volumes.
- Monthly fees often range from $20 to $100, covering a set amount of minutes. Overage charges may apply.
- Annual contracts offer discounted rates but less flexibility. Month-to-month plans are more adjustable.
To maximize value, look for unlimited minutes plans or metered plans with rates under $0.50 per minute.
Integration Capabilities with Cloud Phone Systems
Seamless integration enables full functionality between systems:
- Examine which platforms are supported (Salesforce, Zoho, etc.) to connect existing tools.
- Assess ability to automatically route calls, share voicemails, sync contacts lists and more.
- Prioritize services with APIs and Zapier integration for deep customization.
Choose a provider that integrates easily with your tech stack to streamline operations.
Customization and Scalability for Growing Businesses
As your customer base expands, your automated call answering service should adapt:
- Customize greetings, on-hold messages, business hours rules and more.
- Easily adjust number of lines and call capacity limits.
- Scale up or down quickly based on seasonal demands.
Seeking out flexible, customizable solutions will ensure your system can grow with your small business over time.
Setting Up Your Automated Call Answering Service
Setting up an automated call answering service can streamline communications and improve customer service for small businesses. With some careful planning and configuration, you can have a virtual receptionist ready to handle calls 24/7. Here is a step-by-step guide to get started.
Selecting a Virtual Phone Number for Small Business
The first step is obtaining a local or toll-free phone number that callers will dial to reach your automated attendant service. You have a few options:
- Utilize your existing business phone number. Forward calls to the automated service when the office is closed. This avoids getting a second number.
- Get a new phone number. This gives callers a dedicated line for your virtual receptionist. Useful if you want calls answered 24/7.
- Choose local or toll-free. Toll-free numbers (starting with 800, 888 etc.) tend to increase credibility but cost more per month.
Once you've selected a phone number, set up call forwarding to connect it with your automated call answering service account.
Configuring IVR and Call Routing Rules
Next, set up your Interactive Voice Response (IVR) system and call routing rules. This automated menu system greets callers and directs them to the appropriate extension or voicemail.
Consider your business needs. Do you want callers to:
- Reach a sales agent or support rep? Set up dial-by-name directories or route by department.
- Check office hours or directions? Create an informational auto-attendant.
- Leave voicemails for individual employees? Enable direct extensions.
Map out your IVR menu options and call flows before configuring your system. Set up each step and route in the IVR portal.
Recording Custom Greetings for Your Virtual Receptionist
Personalize your automated attendant service by recording custom greetings in your own voice.
Some examples of common greetings to consider:
- Main welcoming message
- Hours of operation
- Call routing instructions
- Voicemail prompts
- On-hold messages
Script out each greeting and record via your service portal. Ensure your messages align with your brand identity and set clear expectations for callers navigating the phone menu.
Integrating with CRM and Unified Communications
Connect your automated call answering solution into your existing business systems:
- CRM: Sync caller ID information from answered calls for faster follow-ups.
- Calendar: Access real-time availability to route callers appropriately.
- Voicemail: Receive message notifications and transcripts.
- Video Conferencing: Transfer calls directly to remote staff.
Integrations enable seamless information sharing between your automated phone service, other tools, and team members. Identify which platforms you already use for customer interactions and consider how integrating them can optimize the experience for both callers and internal staff receiving routed calls/information.
Following these steps will get your automated call answering system up and running quickly. Train it to understand your business offerings, common questions, and caller needs. Over time, leverage features like smart IVR menus, natural language call routing, and analytics to continue optimizing performance.
Optimizing Your Automated Call Answering Experience
Automated call answering services provide businesses with efficient and reliable customer support, but optimizing your setup is key to getting the most out of the technology. Here are some tips for enhancing your automated attendant and virtual receptionist.
Leveraging AI Call Answering Service for Efficiency
AI-powered call answering can greatly improve efficiency by rapidly handling common inquiries without human involvement. Here are some ways to maximize productivity:
- Ensure your AI assistant is trained on industry terminology, your products/services, and typical client questions. The more domain knowledge it has, the better it can understand callers and provide appropriate responses.
- Set up intelligent call routing rules based on caller ID, time of day, department, etc. This allows automatically transferring customers to the correct extensions or voicemails.
- Integrate your CRM data so the AI has access to client histories. It can then reference previous issues and purchases when assisting repeat customers.
- Activate self-service features like automated appointment booking, payment processing, and FAQ responses. This resolves many routine caller needs without staff.
Enhancing Mobile Accessibility with Virtual Call Answering
With over 60% of calls now made from mobile devices, ensuring an optimal experience is crucial. Consider these mobile optimization tips:
- Test your automated attendant from smartphones to identify any mobile-specific issues. Confirm menus are clear, audio is intelligible, on-hold music plays properly.
- Set up SMS capabilities so your system can receive/respond to text messages. Customers can then easily reach your business via call or text.
- Enable location-based call routing to connect mobile users with local branches. Identifying geographic data helps personalize service.
- Allow customers to save your AI assistant's number as a contact. Having your virtual receptionist in their address book makes it more convenient to call again.
Marketing Your Business with a Virtual Phone Assistant
Promoting your automated call answering service across marketing materials reinforces reliability and quality service. Best practices include:
- List your virtual phone number prominently on your website, ads, business cards, email signatures, social media profiles, storefront window, etc.
- Create dedicated landing pages explaining the capabilities of your automated attendant and how it benefits customers.
- Add informational blog posts showcasing all your new virtual receptionist can do - 24/7 availability, intelligent call routing, self-service options, etc.
- Send press releases announcing your updated phone system. This positions your business as an innovative leader embracing helpful new technology.
Maintaining and Upgrading Your Call Answering Service
Regular maintenance and upgrades are key to ensuring your automated call answering service continues meeting your business needs over time. As your operations evolve or new capabilities become available, it pays to revisit system configurations, explore advanced features, and evaluate pricing options.
Regularly Updating Your Virtual Receptionist Settings
Your automated receptionist should be an evolving asset that adapts along with your business. Set reminders to revisit key settings every 6 months or so to keep it current.
- Update business hours - Have your opening times changed? Be sure to adjust the automated attendant to correctly route calls.
- Add/remove locations - Opening a new office? Get it set up with its own direct phone number right within the system.
- Modify call flows - Got new staff or departments? Adjust call routing to direct customers seamlessly.
- Tune message scripts - Running seasonal promotions or service changes? Keep greeting messages up-to-date.
- Review blocked numbers - Nuisance callers wasting time? Bolster blacklists to filter them out.
- Check voice tone/speed - Want a more energetic or professional tone? Browse natural voice options.
- Enable new integrations - Added new software? Connect it to share caller info automatically.
Exploring Advanced Features like Voicemail Transcription
The best virtual receptionists boast advanced capabilities to further optimize customer experience. Voicemail transcription for example converts messages to text for easier triage.
Other innovative features include:
- Real-time call analytics dashboards tracking peak times and common requests
- Smart IVRs that learn from customer responses to route more precisely
- Real-time alerts when VIPs call or appointments are scheduled
- CRM integrations that log interactions and data directly into your systems
- Call recording for quality assurance and resolving customer disputes
Often these are available as add-ons or higher tier plans. Take time yearly to review new options that could provide value.
Evaluating Virtual Receptionist Pricing for Budget Management
As features expand over time, be sure to reevaluate pricing tiers to maximize value. Usage needs also tend to increase as companies grow.
- Audit program usage - Call volume growing? Time to step up to higher minute buckets.
- Review feature needs - Find add-ons now integral to operations? Upgrade plans accordingly.
- Account for promotions - Got a big campaign planned? Ensure enough minutes to handle spikes.
- Compare competitor pricing - See better deals elsewhere as needs increase? Consider switching.
With careful maintenance and upgrades over time, your automated call answering service will continue delivering ROI for years to come. Treat it as a flexible asset that evolves along with your organization.
Conclusion
Implementing an automated call answering service can provide significant benefits for small businesses looking to effectively manage communications. Key advantages include:
- Cost savings - By automating simple call answering and routing tasks, businesses can reduce staffing costs associated with these administrative functions. The service costs a fraction compared to hiring additional staff.
- 24/7 availability - With automated systems that never sleep, businesses can offer customers support at any hour of the day or night. This ensures no calls are ever missed.
- Scalability - Call volumes can fluctuate greatly, but an automated service can easily handle spikes without concern. The flexibility ensures quality even during peak periods.
- Quick setup - The system works right out of the box with no lengthy training or complex configurations required. You simply forward calls to the automated attendant and customize the interactive voice response system to suit your needs.
- Existing systems integration - The automated setup seamlessly integrates with your existing phone infrastructure, call routing schemes, CRM workflows, and other backend systems. No overhauls needed.
By leveraging the power of automated attendants, small businesses can transform communications management to boost efficiency and deliver exceptional customer service around the clock. The quick, affordable setup helps curb growing pains and makes scaling simple.
