If you think this is bad for regular customers, what about busy business owners or even C-level decision makers? These people are busy and their day doesn't leave them much time to put up with this kind of service. Excessive automation is a bad thing in telemarketing and there's no excuse for it. Besides, there are plenty of alternatives to this and they don't necessarily even require you to do away with telemarketing at all:
- Website – If you want your customers to troubleshoot a problem, don't force them to use a phone for it. It's a lot easier for them to go to your website and get their information there. That does away with much of the automation they would otherwise go through in their calls. Any more serious problems should be good enough reason to connect them with a live customer service representative.
- Email – A contact center doesn't have to be closed off to email. Some customers don't want to discuss the problem in real time but instead would first prefer to collect their thoughts and write it down. If your B2B customers want to write down these problems, use an online ticket system that sends messages to your company inbox. Take note though that your agents should still respond as quickly as possible.
- Social Media – Getting real-time feedback via social media is another better idea. Customers can help each other out with the easier problems instead of forcing themselves to call upon customer support all the time. The community-oriented purpose of social media also serves as your eyes and ears to your market so keep them open to spot trends in problems.
- 1: People still want live telemarketing agents – The existence of voicemail hell can serve as proof that people still want to talk to live agents instead of anything automated. They want to engage with and talk to a live person. This demand could go beyond only customer service and could also reflect the need for real conversations in marketing activities like B2B lead generation.
- 2: Excessive dependence is bad - Too much dependence on new technology will eventually bring up its flaws. However, you shouldn't wait for that time to come. Don't be closed to the idea that there are still some things that live agents can do that machines can't.
- 3: Time is still of the essence – It also serves as a reminder that, whether your customer is B2B or B2C, their time is and always will be valuable. When communicating with customers, don't take up too much of that time by forcing them to spend it in phone traps like voicemail hell.
There aren't just alternatives to the bad practices that result in voicemail hell. Its existence is proof that people still want to talk to live agents whether its in customers support or even in telemarketing. That should give you all the reason you need to retain real people who can give a real conversation.