The ideal outcome of the formula according to the company is a ‘perfect ten’ which will foster productivity and improve customer service – anything less is unproductive; anything more indicates email overkill.
The thought provoking Inter-Tel formula is as follows:
(CM+CR) - MC / ET x HW
Taking into account all phone calls made by the business (CM), calls received (CR), missed calls (MC), email traffic (ET) and hours worked (HW), Inter-Tel’s formula emphasises the importance of striking the right communicative balance.
This formula should be applied to those employees who focus on communicating with current or potential company stakeholders, such as prospects, existing customers, partners or even new recruits.
“Email has its place but many companies use it at the expense of anything else,” argued Duncan Miller, a director from Inter-Tel.
“Email has become much more prevalent in recent years, especially as more and more people work out of the office. Executives on the move don’t have easy access to voicemail or good telephone communications. So it has become more convenient for flexible workers to reply via email rather than picking up the phone.”
“However, what businesses really need is the right balance – a communicative equilibrium of phone calls and emails. By following the equation, companies can isolate the areas they need to improve on and find a better way to communicate.”
“The phone is sometimes seen as outdated and impractical. This simply isn’t true,” he added. “With IP telecoms, phone systems can have all the flexible benefits of email while maintaining a more personal touch, especially with features such as complex reporting and enhanced messaging tools.”
“Balanced communication leads to better customer services and increased productivity,” he concluded. “Companies tend to throw money at their communications systems in the hope that they’ll improve. But to get the best out their system they need to understand how to maintain moderation.”
“Striking a balance will become increasingly important as businesses rely more on other communication technologies, such as Instant Messenger, in the future. Using this formula as a guide, today, will stand businesses in good stead for future changes, as they better understand their needs and reach their goal of a perfect communication system.”