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Auto
Attendant
(Telephone Tree)
Design and
Scripting
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A Good Auto Attendant
System Can
Make Your
Clientele Happy
and Save Money, Too.
TELEPHONE
AUTO ATTENDANT
DESIGN
DETERMINES SUCCESS.
A concise, efficient, and
logical Auto Attendant ("Telephone Tree") can
actually please your callers, reflect well on your organization, and
save you time and money.
A poorly executed system - not designed from
your users' perspective - can turn people away.
T-21's experts can
help you design and script an Auto Attendant system that will be
cost-effective
as well as pleasing and helpful to your callers.
The most important criteria for an effective
Auto Attendant are: Efficiency and Design Quality.
Some people have low opinions of
Phone Trees Because so many are poorly designed and produced. However, if designed and scripted properly - these systems can actually
help
your callers to quickly get information they need and yield great savings for
you.
Wasted time and
money result when organizations shop for Auto Attendant
equipment before completing the system's design.
This approach is like buying a motor vehicle without knowing how it will be used.
(For example, you buy a
4-seat sub-compact car and then find that you need it to carry nine people
plus equipment.)
Design the
system First - then Select Appropriate Equipment to support it.
Purveyors of Auto Attendant systems are interested in selling the
most equipment and moving on to the next sale. T-21's
goal is to deliver the highest level of service for the least
cost.
For a T-21 example of how
Auto Attendant Services can help,
click:
Auto Attendant Example
EFFICIENCY
and EFFECTIVENESS of TELEPHONE TREE SERVICES.
Providing good
service and saving money must be your
primary
goals for telephone services.
In any organization, incoming callers often ask for the same
information. Live staffing for this requires that you pay
people to repeat the same things -
over and over; it's is a waste of time and money. A properly scripted
Phone Tree
can perform this same rote service in a consistent,
well-thought-out manner - saving money and delivering good service.
Auto
Attendant design must
provide the shortest, most logical routes
to the information or people desired by the caller. This
takes
expertise. T-21's professionals know how
to design systems that are clear, concise, and user-friendly.
T-21 can help design a logical, unambiguous system from
a user's perspective.
Because you and your staff are
very familiar with your own organization, terminology, and procedures -
you take certain
things for granted that outside callers don't. Our expert
System Designers ensure that your callers will be promptly given the information they need or connected with
just the people who can help them. T-21's
Auto Attendant Design Teams view your organization from
a perspective like that of your outside callers. With this
viewpoint, our experts can better organize and script your system to efficiently meet their needs. Then, our professional Editors ensure that all
voice scripts are as concise,
informative, and accurate as possible.
HOW
T-21's AUTO ATTENDANT DESIGN and SCRIPTING SERVICE WORKS.
T-21's Auto
Attendant
design and scripting starts with
your Team Manager (TM),
who
will gather information on: your Organizational Structure,
Clientele, Call
Volumes (estimates, by function), and all available
notes, scripts, sketches, and other material about the current system or
from previous
systems. [In some cases, where an Auto Attendant exists, it's advantageous to have a T-21 Team
evaluate the current system and report any deficiencies or suggestions
for change.]
T-21
utilizes our
own Shortest Path computer software that routes the most calls to the most utilized functions in the least number of steps.
New or revised designs will be sent to you in a graphical
Tree / Flowchart format, for
your review and approval. You'll be able to actually view
the system's structure
on paper and follow the track of how it would handle any incoming call. With
T-21's Annotated Layouts, you'll be able to see exactly what each caller would
hear (verbatim) at every step in the system.
Once
you approve the design structure, T-21's Editors will draft scripting for
each of the system's steps and display it in the same graphical
structure (above) that you approved. This allows you to simulate the system, in action, by using call examples, and
seeing exactly what it would say and how it routes each call
example. On your approval, your
T-21 Team will produce a final draft of the system, according to
your preferences. When
the Design is completed, you'll
know exactly what your new Auto Attendant system looks like,
how big it is, and what it must do.
Then,
you'll be able to accurately determine
the equipment required. Once the system is in place, your scripting must be
read into the Auto Attendant
equipment and each element of the system must be tested;
this can be done by your staff, equipment installer
staff, professional readers, or T-21
staff. Optionally,
you can have T-21 review script reading rehearsals and coach readers on voice tone and
inflections, to enhance clear communication. Our Teams
can also test your new system to ensure that it is activated properly
and performs as designed. Once activated and tested, your new professional-level system
is ready-to-go and your
T-21 work costs stop. Later,
if organizational changes dictate alterations to the system - T-21 is still here for you.
COSTS
and EFFECTIVENESS of a Well Designed AUTO ATTENDANT.
T-21 provides professional-level services - only when you need them.
To be cost-effective, your Auto
Attendant design and scripting must be very high quality.
Implementing an Auto Attendant is a one-time or
very infrequent event - so it doesn't pay you to staff for it. This is where T-21
excels: Use our services when you need them; when
you don't - your Work Costs drop to zero.
Your cost will depend on the following
factors: System Size and Complexity, Analysis required to build the structure,
amount of New Writing or Editing, Number of Revisions
requested, and any requested Optional Services (e.g. -
script
reading critique and implementation testing). Average costs for Auto Attendant system redesign and scripting for
updating a small organization's Phone Tree will start in the range
of $500 - $900. New, large,
complex systems or those utilizing other T-21 ancillary
services
will increase cost. Remember, with T-21, you will always
have a guaranteed cost rate for any project. Concentrate on quality.
Regardless of what
level of help you choose, T-21 recommends that you
always provide the best public interface that you can. This is your
first line of contact with your clientele and it's often the basis
on which they form their opinions of your organization.
There is no
substitute for quality; it will show with each and every call made to you.
T-21's experience and flexibility provides the highest level of quality for the
least cost.
T-21's
Auto Attendant services are billed on our standard 'Completed
Work Minute' (CWM) basis; (for more on this, click: CWM).
Account holders are responsible to maintain a T-21 account
balance
sufficient to cover any work costs incurred. For more on T-21
Payment Policy, click: T-21
Payments Policy.
Unless the project
is quoted on a fixed-sum basis, all project estimates are only a basis
for initial Billing Purposes; charges will accrue from the actual CWM's
expended. For a listing of Departmental Rates, Click:
T-21
Rates.
(CLOSE ENSUING PAGES AFTER VIEWING).
EXPLORE
MORE ABOUT T-21's PHONE TREE DESIGN and SCRIPTING.
It costs you
nothing to explore this T-21 service. We encourage your
exploration: Look Into It and Think About
It. If you feel that T-21's Telephone Auto Attendant services might enhance your
organization and be
cost-effective for you - just CONTACT
T-21.
We're here to help.
For a Closer Look at Using Outsourcing and
T-21's Services, Click:
OUTSOURCING
INFORMATION
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- - - -
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For a look at other T-21 Services, click:
T-21
SERVICES
Thank You
for Considering T-21. |
