online voice mail

Author: Govt
Just as a dress code, office design or responsive service gives customers

an impression of a company, so does its phone system. "A well-designed

phone system is fast, easy to use, cost effective and, most important,

`caller-friendly,'" claims Maria DeMarco, director of California-based

Pacific Bell Voice Mail. "Pinball phone systems drive callers crazy --

torture by telephone is definitely passe."

The key, DeMarco notes, is keeping your caller in mind -- whether

you're planning a simple voice mail system to take messages or a

sophisticated "voice processing" system that lets people choose from a menu

of recorded information. "Some companies approach voice mail as a way to

reduce headcount, and that's a good side benefit. But the real benefit is

for customers. A well-designed system becomes a productivity and customer

service tool."

DeMarco offers some tips on the subtleties of designing voice mail

systems.

1. Stay on top of it. Update your voice mail greeting frequently and state

the date, which lets callers know you actually use the system. Tell

callers you check your messages frequently so they have confidence you'll

get their message and return their call. "And then do it," DeMarco urges.

"If you don't return calls, pretty soon people won't bother to leave

messages."

2. Avoid "voice mail jail." That's when callers bounce from message to

message and can't reach a live person. If this happens, people rightly

feel as if they're getting the runaround and that you don't value their

call. If possible, give callers an easy way to transfer directly to a

receptionist at any time by pressing one or two digits on their phone's

keypad. "But be sure the person to whom the calls are being transferred

will be available," emphasizes DeMarco. "It's even more annoying to

tra....[MORE]

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