{"id":20338,"date":"2021-07-22T16:26:23","date_gmt":"2021-07-22T15:26:23","guid":{"rendered":"\/gb\/en\/blog\/?p=20338"},"modified":"2024-03-13T14:46:15","modified_gmt":"2024-03-13T14:46:15","slug":"grow-your-contact-centre-business-with-automated-answering-systems","status":"publish","type":"post","link":"\/gb\/en\/blog\/grow-your-contact-centre-business-with-automated-answering-systems\/","title":{"rendered":"How to Grow Your Contact Centre Business with Automated Answering Systems"},"content":{"rendered":"

Are you looking to improve customer experience<\/a> at your contact centre<\/a>? Or perhaps you want to better support agents in handling large volumes of customer enquiries and maximise their time? An automated answering service could help.\u00a0<\/span><\/p>\n

While an automated answering system can\u2019t replace your agents, it can help you grow your contact centre business through increased capacity, better management of customer relations and improved processes. Here\u2019s RingCentral\u2019s guide to using automatic answering systems in contact centres.<\/span><\/p>\n

What is an automated answering system?<\/b><\/h2>\n

An automated answering system <\/span>allows your contact centre to answer phone calls without a customer service agent on the line. Instead of your team answering calls, an automated phone answering machine uses self-service and <\/span>advanced automated AI<\/span><\/a> to answer.<\/span><\/p>\n

An automated answering system is <\/span>different to an automated calling service or an automated phone call service as it manages inbound calls rather than outbound calls.<\/span><\/p>\n\r\n\t\r\n\t

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How to set up an automated phone system<\/b><\/h2>\n

An automated phone answering system can be set up to manage the needs of your specific business \u2013 whether you need to take payments or direct calls across teams.\u00a0<\/span><\/p>\n

Your business could use an automated answering system simply as a <\/span>digital receptionist<\/span><\/a> or for automated telephone order taking. Larger businesses could use an automated answering system to guide customers through a series of menus directing them to a specific agent.<\/span><\/p>\n

Most automated phone answering systems work the same way, by:\u00a0<\/span><\/p>\n

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  1. Answering the incoming call \u2013 the automated system uses your existing phone number(s) to receive the call.<\/span><\/li>\n
  2. Playing a pre-recorded greeting message \u2013 this can be tailored to your business needs.\u00a0<\/span><\/li>\n
  3. Asking callers for their intent via a menu of options. This can be managed by:<\/span><\/li>\n<\/ol>\n