HOW TO MAKE VOICE MAIL USER FRIENDLY
by George Nordhaus
Scenario #1: The fourth menu selection says press #4 for service, another recorded voice advises 'hold for the next available operator,' and the wait seems interminable - with or without music.
Scenario #2: The voice of the person requested answers the phone, only to have it turn out to be a recording advising: 'I'm not at my desk. Please leave a message, or touch #1 to talk to the operator or to another extension.'
Irritating? To the caller-yes. It may save an operator's time, but may also send a client elsewhere. Callers also get annoyed knowing that many persons screen their calls by using voice mail. This makes the whole process time-consuming and inconsiderate.
The bottom line is that automated equipment can't make a sale or save the account on which something has gone wrong for the customer. However, people do.
To make your automated system more user-friendly, consider these procedures:
- Keep recorded instruction 'menus' short and to the point.
- State the destination first, then the number to press.
- Make it easy for the caller to reach a live operator quickly.
- Give callers the option of leaving a message rather than waiting for the 'next available operator.'
- Make outgoing messages with the customer in mind.
- Provide uncomplicated and concise choices.
- Train all employees to answer their phone on the first or second ring when possible, and to return all calls promptly.
Love it or hate it, voice mail is here to stay. Make it work to your advantage.