Will you leave a message? This is the question that many telecommunications companies amongst those heavily involved in customer service continually research each and every year.
For those with the goal of developing telecommunications solutions that can be sold and installed into businesses to address telephone answering issues, the focus is mainly on the reliance of voicemail. Traditionally telephone answering solutions were priced per mailbox user. It was therefore necessary to build up a culture of voicemail use within business in order to focus minds on voicemail being the answer to their telephone answering issues.
Very quickly busy business people adopted a complacent attitude with a heavy reliance on their voicemail. Most wouldn’t answer a ringing phone with a simple hand gesture that would let you know that “voicemail will pick up the call”. So, voicemail took control and calls were filtered by the messages that were left in mailboxes.
Business owners and organisations were also very impressed with automated menus for answering calls, not only because this took away or reduced the need for staff members to answer phones, but they also got a very clear report of the pathways calls would take through their telephone systems. They then become very focused on how they could route callers in a very similar way to how we view our websites today. How can we make callers stay on the line and what can they be presented with whilst they are on hold or in a queue? This could involve attempts to up sell products or disseminate information that would normally tie up staff time.
Whilst measurements and reporting was accurate for those callers that went through the call systems, it did not measure the calls that were no longer being made. Realisation of this grew, but also reports did clearly show the number of callers who would simply hang up a call before leaving a message.
Whilst automated processes reduce human intervention they also remove choice and ultimately your influence on customers giving you the inability to form strong relationships with them. Whilst automated systems are still in use, numbers have decreased with many businesses looking to use these systems as a bridge to human contact whilst others have abolished use completely.
There were and still are affordable telecommunications solutions for the small business owner, allowing you to simply click on your voicemail when going into a meeting, but is this advisable? Many suggest that it isn’t. You will hear a number of reports and accounts that say leaving voicemail to answer calls will aggravate customers and increase chances that new business opportunities will be missed.
Whilst many businesses cannot man their phones at all times, they do have options that are within budget, costing much less than employing someone to answer phones and not leaving this job to the machine / voicemail, because they can engage the service of a telephone answering service.
With almost twenty years experience in telephone answering, Message Takers is a small and professional telephone answering team based in Leicestershire. We answer calls on behalf of a number of businesses from across the UK. From pest control to beauty therapy and many more businesses that benefit from services. Calls are answered by a telephonist and callers receive instant engagement from your company. Message Takers can answer queries, book appointments, process orders and much more, becoming key members of your team. To talk about your requirements for telephone answering services call Sharon on 01858 439000.