Comparison of IVR Auto Attendant to Phone Operator Service

We compare IVR auto attendant to phone operator service to help you decide which is right for your business.  Some businesses still use a phone operator, and may approach IVR auto attendant with hesitation. In this article, we'll discuss the differences between both options, so that you can decide which one is right for your business.

Comparison of IVR Auto Attendant Service to Phone Operator Service

Whether you are looking to route calls to the correct person or department to answer a question, handling customers calls can be a large undertaking for running a business.  To help employees stay focused on their work - and not take phone calls all day, many businesses are turning to interactive voice response system. If you are in the market for a new provider, you should check out FSB's article comparing the best auto attendant providers in 2019.

IVR Auto Attendant

IVR is an interactive voice response that can replace simple human interactions and dialogues to help you navigate a simple interactive process.  It allows users to communicate through the use of dual tone multi-frequency and voice inputs.  A good example of an automated system you may encounter is, 'dial 1 for technical support or dial 2 for sales and assistants,' and so on.  This allows you to inform and transfer your calls without long wait times you may experience with a phone operator.

IVR Auto Attendant Cost

While these systems were previously used by only large companies, handling hundreds of calls a day, many smaller businesses are benefiting from IVR for their call operations. The cost of IVR Auto attendant is dependent on your VoIP provider or Cloud PBX provider.  Some providers offer features that may cost an additional monthly fee or could be included with your service.  This is the most cost-effective feature, because it only cost a few dollars a month.

Phone Operator

Phone operators are responsible for answering and routing phone calls.  While many companies are embracing IVR VoIP technology, some businesses prefer using a traditional phone operator for their customer phone calls.  Depending on the call volume, businesses may hire an employee specific to a job or it may be an additional part of an employees position, similar to a receptionist.

A Phone operator allows customers to speak to a live person when they call.  Unlike, IVR auto attendant, callers can have back and forth conversations.  However, this may lead to callers experiencing longer wait and hold times because their calls are not automatically transferred. If you own a business that sells a lot of products that often come with clientele questions, a phone operator may be the best solution to answer questions about goods and services.

Phone Operator Cost

The cost of a phone operator will vary depending on the salary of the employee that is hired for the job.  Therefore, a phone operator will cost more than a monthly fee of an IVR auto attendant.

Comparing IVR and Operator Service in Business Office and Call Center Situations

When deciding if a phone operator or IVR auto attendant is right for your business, it is important to evaluate these options closely to make the best decision.  Below we have configured a list of advantages and disadvantages for business and call centers to give you a better perspective of which is right for you.

Business Office Comparison