Very often, the secretariat is a work area neglected by company management. Yet secretarial work requires physical and mental effort to keep up with all the demands that arise. And very often, these demands arise simultaneously. We underestimate the mental load required to respond to requests from customers on the spot, customers on the phone and team members. Some secretaries even have to deal with invoicing and bookkeeping. Interruptions abound, and yet secretaries have to perform tasks that require concentration. To concentrate, you need a quiet environment, free from noise and movement. In many companies, there’s music playing in the background and people walking by.
Interrupt everything to listen to your voicemail messages
For example, taking messages on voicemail requires stopping everything, concentrating to listen to the voicemail messages, noting down the number, the customer’s name and the details of their request for effective follow-up. The slightest interruption prevents secretaries from hearing or noting down the information, forcing them to start all over again at the risk of making a mistake. The slightest transcription error can result in a significant loss of time, since noting down the wrong call-back number will mean calling for nothing and having to concentrate again on calling and listening to the voicemail message, noting down and dialing again. This represents a major waste of time, but also mental fatigue, as having to do the same task twice is mind-numbing and discouraging.
Delays and transcription errors in voice messages
Not to mention the delay between the first voicemail message and the second following the transcription error. This will have the effect of undermining call-back responsiveness, with the risk of the customer not answering or being irritated by the delay. Once again, the secretary will suffer the consequences. And, when the secretary returns the call, he or she very often comes across a voice mailbox because the customer is unable to take the call because he or she is at work, and that’s normal! The secretary needs to be able to follow up again, because ideally, despite a voicemail message, you need to follow up quickly if you don’t get a return call.
A repetitive task with no added value
Simply taking a voicemail message is a repetitive, even mind-numbing task when it has to be repeated several times. This tires and discourages secretaries, and increases the risk of missing or losing a customer because the return call time is too long. Remember that the ideal return call time is less than an hour, otherwise the chances of the customer going to your competitor increase rapidly.
Reviewing voicemail message management
t may be time to rethink the way you manage your voicemail. Voicemail is a tool ill-suited to the speed and style of today’s communications. Let’s not forget that only 1 in 5 people leave a message, largely thanks to smartphones that allow you to text or voice messages quickly, and that you no longer need to dial numbers and codes to listen to your messages – you can read or listen to all your messages with just 1 click. Text messaging immediately short-circuits the loop of interminable voice messages, as it allows you to respond directly and immediately at any time. No more chasing each other with calls and voicemail messages that waste your time and energy.
Cloud-based voicemail combined with text messaging
Why not equip yourself with a cloud-based voicemail system that allows you to receive your voicemail messages immediately on-screen, plus automatic transcription so you don’t have to fill your desk with post-its. The technology also makes it possible to know the telephone number of the customer calling, so you can link and record all your exchanges immediately in their customer profile. So there’s no need to stop, call your voicemail, transcribe and dial again, at the risk of having to start all over again.
Also, integrating text messaging will reduce the number of voicemails and make it easier to get an immediate response from your customer when they’re available, and vice versa.
Save time, energy and fun at work with a modern telephone system for today’s customer communications.
