Get over your hangups - tips to get callers to leave messages - Technology Information

Home Office Computing, April, 1997 by Pete Silver

12 Ways to Ensure Callers Leave a Message on Your Answering Machine

Sound familiar? Callers are more impatient than ever. If you suspect hangups represent lost business, we've found 12 solutions that will increase the likelihood of your callers leaving a message.

Solution # 1 Switch to your local phone company's voice-mail service. Tape-based answering units can sound tinny and unprofessional. Most local telephone companies offer sophisticated voice mail that gives you the appearance of being part of a larger organization. By signing up for the service, you also guarantee that callers don't receive a busy signal. For example, BellSouth's (www.bellsouth.com) MemoryCall service handles up to six calls simultaneously even though you have only one phone number and one voice mailbox. Some plans charge a flat rate with unlimited usage; others charge per minute beyond a fixed amount and for multiple mailboxes. Bell Atlantic, for instance, charges $8.50 per month for a single mailbox with 45 minutes of storage and $10.50 per month for one mailbox that you can divide into eight submailboxes.

Solution #2 If you already use local phone company voice mail, look into having the voice mailbox automatically notify your pager when a call comes in. For $10 to $20 per month, you'll be able to get back to your customers quickly. Your callers will soon learn to leave messages because they know you will pick them up.

Solution #3 To provide your customers with an extra level of hand-holding, sign up for an answering service such as Edwards Answering Service in Vernon, Connecticut (800-606-3273). Then talk with your phone company about providing a voice-mail option that will transfer callers to your "secretary." When your callers press the designated key, the phone company transfers your calls to the answering service you have selected.

The answering service can be located practically anywhere, because the phone company can forward the call to a toll-free number. Prices for these services vary widely, but expect to pay a base price of $65 to $105 monthly with a call allowance of 70 to 120 calls during that time.

Solution #4 If you don't have the call volume to worry about simultaneous callers and want to keep monthly charges down, pick up a digital answering system. The old tape-based systems are prone to mechanical problems such as stretched and worn-out tapes, dirty tape heads, and breakdowns. Digital systems such as Panasonic's KX-TM90B (201-348-9090, www.panasonic.com; $79.95) have no moving parts, and their quality will be as good in three years as it is coming out of the box.

Solution #5 Buy a combination telephone/voice-mail system with up to three voice mailboxes. Options include Casio PhoneMate's Model 9370 (310-618-9910, www.casiophonemate.com; $119.95). Label each mailbox with specific department names so that callers feel they're reaching the right person, even if it's always you.

Solution #6 To learn who has been calling, even when they hang up and leave a click rather than a message, subscribe to your local phone company's caller-ID service, which will provide the names and numbers of your callers. You'll need a small box such as Hello Direct's TelAssistant (800-444-3556, www.hello-direct.com; $59.95) to show this information. Expect to pay $20 to $60, depending on how many names and numbers you want stored. (Note that although caller ID is now available nationally, some phone companies still don't send the information.)

Solution #7 Services such as Wildfire (800-WILDFIRE, www.wildfire.com) and BellSouth Mobility's PowerCall (888-327-2001, www.bellsouthdcs.com/ powercall.html) let your clients find you instead of leaving a message. Your clients call one number and these services track you down at home, at your office, on your cellular phone, or at any other location you choose. The services even send the caller's name and number to your pager. You then have the option of taking the call or having the service's voice-mail system take a message.

Solution #8 No offense, but maybe potential clients hang up because your voice just doesn't sound impressive. Improve the actual message your callers hear by asking a friend with a firm, clear voice to record your standard announcement. You can also hire a radio-trained announcer or contact the broadcast department of a local college to find trained talent at a low price.

Solution #9 Don't make your message too short; callers may think that you're not giving them enough options and that you won't return their calls. With longer messages, however, don't confuse callers with too many instructions. Instead of simply suggesting "leave your name and number" tell callers when you're available and give them alternative ways to reach you--such as your e-mail address or fax number. Also encourage callers to leave you as many details as possible so that you can respond with the information they need.

Solution #10 Change your message daily. Try, for instance, "This is Sue Jones. Today is Wednesday, April 2, and I'll be in in a meeting until 11:30. Leave a message and I'll be glad to return your call when I get back." This approach ensures that your callers know how interested you are in making yourself available. You can also include a guarantee on when you'll call back, such as "I pick up my messages every two hours, and I return all calls within four hours."