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Americans Spend More Than One Billion Hours Annually on Voicemail - And They Hate It!

Mon, 12/06/2010 - 7:05am
CHARLOTTE, N.C -- (BUSINESS WIRE) -- Yap Inc. today released results of its recent study on user behaviors and attitudes towards voicemail. The study, fielded by market research firm MarketTools, shows that Americans spend more than one billion hours annually recording, managing and listening to voice messages. The study also reveals that ‘listening to long and rambling messages’ is the number one reason why users dislike voicemail.

Americans receive more than 70 billion voicemail messages annually, yet anti-voicemail sentiments run high. Thirty-eight percent of Americans indicate that ‘listening to long and rambling messages’ is the primary reason for their dissatisfaction with voicemail, followed by ‘navigating touch-tone menus’ at 15 percent.

The top five reasons are provided below:

38% - Listening to long and rambling messages

15% - Navigating touch-tone menus in order to access and delete messages

13% - Need to grab paper and pencil in order to take notes

12% - Feel like I need to call the person back 10% - Can't listen to messages during meetings or while in noisy places.

Respondents identified a number of other reasons for their dissatisfaction with voicemail including: ‘can’t remember PIN for voicemail’, ‘difficult to search and find important messages’, and ‘having to listen to long greetings before being able to record a message’.

“Voicemail as we know it is coming to an end,” says Eddie Hold, vice president of Connected Intelligence at The NPD Group. “Having to dial in and listen to messages is a relatively slow process, especially in an era where instant gratification is demanded.”

Given that traditional voicemail has been around for nearly 40 years, it’s no wonder consumers are ready for a change. Newer forms of communication such as text messaging are faster and more convenient and users expect the same from voicemail.

“Voicemail has long been an enormous time sink and a source of frustration,” says Igor Jablokov, CEO at Yap. “By converting voice messages into text, Yap’s voicemail-to-text service allows users to conveniently access and read their voice messages at a fraction of the time it takes to listen to them.”

The study also tested users’ willingness to pay for voicemail-to-text services at various price points. Yap’s partners and customers interested in this information should contact their Yap representative for more details.

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