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

IVR Auto Attendant

Advantages

  • Cost Effective
  • Less hold time
  • Calls are automatically transferred
  • Great for smaller businesses with less staff
  • Set customized greetings for callers
  • Thrive with high call volumes
  • Prioritize calls based on the callers value
  • Transfers calls to voicemail, individuals or submenus and eliminates the "round-robin" treatment when calling.
  • Integrated Mobility

Disadvantages

  • Customers will not receive a live person right away
  • Customers may dislike talking to a machine
  • Unable to communicate directly for new orders or questions

Operator

Advantages

  • Customers reach a live person right away
  • New business or customer questions can be answered right away
  • Direct communication between operator and customer

Disadvantages

  • Longer hold times for customers
  • Costly
  • Less manageable for high call volumes
  • No Automatic transfer of calls
  • Requires a larger staff

Call Center Comparison

IVR Auto Attendant

Advantages

  • Handle high call volumes
  • Cost effective
  • Calls are automatically transferred
  • Calls can be sent to directly to the correct person/voicemail that can help the customer.
  • Cut down on customer hold times

Disadvantages

  • Callers do not reach a live person right away
  • Voice prompts may be hard to understand
  • Menus may be too long

Operator

Advantages

  • Customers reach a live person right away
  • Customers can verbally express the issue/problem they're having
  • Issues are addressed and handled right away

Disadvantages

  • Longer hold times for customers
  • Costly
  • Less Manageable for high call volumes
  • No automatic transfer of calls
  • Requires large staff
  • Does not have automatic 24/7 automatic service function

Conclusions - How Does It Compare for You?

IVR Auto attendant vs phone operator, which is right for your business?  Determining which is right for your business depends on your companies individual needs.  Evaluating the advantages and disadvantages closely can also help you reach your decision.  However, if you have a call center, or a business with five or more employees we highly recommend utilizing IVR auto attendant.