Conquer Telephone TagBy: Dr. Donald E. Wetmore
I love technology. I am not a technical person but I admire the techno-things that have helped my business, productivity and profitability. Things like laptops, the Internet, and email have cut costs and boosted productivity and profits dramatically during the last decade.
With almost all new technological breakthroughs, there is a period that is heralded as the answer to all our problems followed quickly by a learning period during which we figure out how to best capitalize on this new way of working.
Voicemail fits this paradigm. Voicemail-the culprit that heightened “telephone tag” to an art form.
Ten years ago, I had to pay the salary of a receptionist or acquire the services of an answering service to handle incoming telephone calls. Or I might use an answering machine with a limited recording limit. I opted for the live receptionist. More personal, more real, I thought.
Then along came voicemail, a way of accepting incoming phone calls at a low cost with more options than an answering machine and a way of more effectively handling phone calls than before, giving the caller the opportunity to receive answers to their inquiries without talking to a real person.
Multiple menu options surfaced (if you would like sales, press 2, if you press 2 and would like to receive a copy of our catalog, press 4, if you press 4 and would like our winter catalog, press 5, but if you would like our spring catalog, press 6…..). I actually timed a menu option thing recently and it took over a minute and a half to get to the option that I wanted to get to the information I needed.
Voicemail also creates a new opportunity for people to duck your calls. Many people rarely answer a phone when it rings waiting until you have slogged through their voicemail menu, then to play your message and decide whether or not to call you back. Of course, when they call you back, they get your voicemail system and then you have to listen to their message and decide whether or not to return their call. Hmmm. Telephone tag and you’re it!
We need a better system. Here are a few suggestions to better deal with voicemail and avoid telephone tag.
© Copyright 2003 Dr. Donald E. Wetmore
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