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VOICE MAIL

¡§To use or not to use¡¨ voice mail is the question for business organizations. Many businesses have already made a decision.

Currently two million businesses use voice mail¡Xand use is expected to grow by 40-50 percent each year. In 188, 8 percent of companies with more than 1,000 employees had voice mail; in 1, 70 percent of those companies used the technology.

Those businesses that have not yet made a decision, however, must consider the advantages and the disadvantages of doing so before jumping on the bandwagon and purchasing a voice-mail system. In spite of the increased popularity of voice mail, many customer-service oriented organizations, such as banks, have decided the disadvantages far outweigh the advantages. Only six percent of the banking industry use voice mail. Other organizations have decided to make limited use of voice mail.

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Pillsbury¡¦s public relations department tries to use voice mail only at night or when staff members are in meetings, the reason being that communications employees should be readily accessible.

The following lists are some of the advantages and disadvantages cited in the ongoing debate for and against voice mail.

Advantages.

1. The caller makes contact with the person each time a call is placed.

. The caller can simply leave a message. Leaving a message often takes care of the purpose of the call, as the caller¡¦s intent was not to speak directly to the person. By not having to speak directly with the person, the caller saves time and money by avoiding idle talk.

. Unnecessary staff involvement in routine phone calls is eliminated.

4. Much paper is eliminated.

5. Company time and money can be saved.

Disadvantages

1. The caller may not like being told to ¡§press one for¡K press two for¡K¡¨

. The caller may prefer talking to a person rather than a machine. A person provides the ¡§personal service¡¨ better than a machine. Machines can have an adverse impact on how the company is perceived.

. The voice-mail greeting should be changed routinely. The same old voice-mail greeting becomes tiring.

4. The messages may not be received because of an error on the part of the sender of because of malfunctioning equipment.

5. The caller may not be sure that message is received when there is not an immediate response.

6. Some people are shy about leaving their own messages.

Should a company decide to implement voice mail, consideration should be given to how the company uses the equipment an to make sure that the equipment is used properly. According to Don Heitt, president at Voysys Corporation in San Jose

Voice messaging is a tool that, like all tools, can be used improperly. While some voice messaging systems are easier to set up than others, it¡¦s up to the company that installs a system to make sure that the system enhances, rather then weakens, communications.

When voice messaging systems are used to replace a receptionist, callers may feel they have landed in Voice Mail Jail¡Xespecially if they have to deal with a complex series of choices. We believe that most businesses should use voice messaging systems as a backup for an attendant, not as a replacement.

Voice Mail Tips

Regardless of whether voice mail is used to replace an attendant or as a backup for the attendant, it must be effective. To be effective, voice mail has to be used correctly. The following tips from Pacific Bell provide a basis for effective use of voice mail.

„X Provide details. Business associates need to know specifically when you¡¦re leaving, when you¡¦ll be back in the office, and when they can expect a return call.

„X Be courteous and businesslike. Maintain the same professional demeanor on your vacation greetings as your regular greetings while in the office. Keep it positive to reassure customers that it¡¦s business as usual, even though you¡¦re away.

„X Don¡¦t leave confusing or conflicting instructions. Keep your greeting simple. If you need to leave instructions for accessing additional phone menus, make them easy to follow.

„X Give callers alternatives. Let clients know who is handling their accounts in your absence, and always include the number the caller needs to press to reach your substitute.

„X Help callers reach a ¡§live¡¦ person. Callers always need the option of talking with a person. Let them know which button to push for an attendant.

„X Let callers know if you¡¦ll be checking your messages. Tell callers you plan to phone in for messages from time to time while you¡¦re away¡Xbut only if you mean it.

„X Update your greeting as soon as you return. Make sure callers know you¡¦ve returned from vacation by updating your message with a current date and greeting. In this way, you and your associates can get back into swing right away.

By following these tips, your voice mail will give accurate, timely information. What¡¦s more, customers will not be offended and will know that their calls are valued.

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