Voice mail - you can not live with it, can not live without

Added: 22-02-2011
Author: Ed Mass
Category: IP-Telephony

If your company caller hate your voice box (although you may not know that they do), you are not alone again. But let's blame it well - the people, not technology. Before the crisis, have time to listen to the rest of this article spatience.

Voice mail that I'm stuck in a prison where I got a call that is sent around the rim, I could not find a real man, I could never reach Jane / John because their phone is never answered and I know they do not always come back from their desks . If this is your frustrations or your callers, the people are the reason.

Voice technology only for specific jobs. If these functions are turned into benefits for the caller or the frustrations are completely dependent on the people who designed the system and its use.

System Design

Arrange how to develop the voice messaging system operates - how the caller introduced, and directed, and allows to interact with it - is all the management and human. Objectives for ballot design fast and easy to use for all callers. Voice mail should be for profit, not a source of frustration for everyone.

So what's the right design?
Here are some principles to build a fast system, easy, attractive, and effective for everyone:

A caller must be able to press the zero button tone phone and get one soon. This button should be pressed to the message after starting to play without waiting until the end of the message.

At any time, for each message, callers can press the button to zero for the young.

To get a young man, someone must be assigned to answer all calls.

If this option list is used, the menu items should be described first, followed by the number of media. This is logical but not always done. Caller needs to hear the first to know if that's the choice they need. If the first number, the caller is likely to forget for a complete explanation.

The first option in the options list to zero by the media was young.

For a list of options, a maximum of four, maybe five, is a better choice for use with menus that smallest of six or more options that callers have to listen. Became controversial election to try to remember too much at one time. Also, the details of the selected menu item you can name two, or three at most, for an option. (See examples below.)

Keep the words that describe each menu option but the friendly degree. Don t do not need to use words like please, or now as in customer service, please present one of the authors. In this case, please, not a virtue, is polite. The purpose is to speed and ease to get the right person or department. Adding the words that are not necessary, increase the total time to get through the election, defeating the purpose and effectiveness of voice mail.

If customer service is offered as an option, should be given as first choice. This is based on existing customers, they must be served first. This has the added benefit of the prospects for callers who your product or service, that you advocate to serve your customers. This will make the caller feel good that you have their service after the sale.

Tell the caller how much to expect the election. This tells the caller that the selection menu will be a short message and won t be there forever.

In fact, your sound system to allow mail callers waiting in queue as the extension is busy, tell the caller what number they were in the queue, and during that period, providing a great opportunity for the caller to leave a message if the key they decided to not continue to wait. This is a very strong benefit to the caller. Take back that allows a choice that is often not available in many voice mail systems when switching to a voice message from a real person.

After getting the message that the individual voice their t year available, the caller must be zero for a young writer. At this stage, the caller may want to know if there is anywhere in the building or the person paged.

Proper Voice Mail

Designed and used correctly, your callers will immediately understand and easy to care even more votes than once to reach the boy. Felt they would remain in control of their calls, which makes them feel comfortable with your company and the pleasure and effectiveness of your organization. Voice mail can be the first step in building an effective voice processing system for your company's communications.

Note: This is a condensed version of an article which provides more design guidelines. For full article see our network.

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