IVR Professional Voicing And Scripting

IVR Professional Voicing And Scripting

1. Make sure your IVR is short and to the point. Make sure you choose the most important pieces of information to include, maybe think of the top five things your customer will need to hear to whittle it down to avoid overload, and as IVR helps to grow your business you can add to it.

2. Create an impressive and effective opening line to represent your business. Do not overload the customer with information and again, be straight to the point. The opening prompt can be the first impression of your business to a customer so you need it to be a good one.

3. If your IVR ends up having over 4 options or prompts, make sure you tell your customer what to expect because customers won't be impressed if they cant see the near future of their call, they could lose concentration and hang up.

4. Take advantage of the different options that you can offer your customer such as speech recognition or touch tone keypad response. This way, customers can use the option that they feel most comfortable with.

5. If you do involve speech recognition software in your IVR system, keep your answers simple. Things might get confusing if you use more than two words in the answers and always tell the customer their response options. E.g. Yes or No.

6. Your IVR needs to be consistent to avoid any possible confusion. Never use multiple words for one noun for example, as it is allowing for complications, and always stick to one language or tense.

7. You must consider using the barge-in factor for your customers to speed the IVR process up for them, but before you do so, consider your callers, who they are and where they will be. Then ask yourself, is it really beneficial?

8. When referring to you or your business in an automated call, it is always more personal for the customer if you use first person tense and say "I" instead of "we" or "the business".

9. Consider the aspects of the touch-tone-only factor. If you chose touch-tone-only your system will not accept any voice commands only keypad commands. This is down to what you think your customers will prefer but you should take some time to consider what will be best for you.

10. Always have an option for your callers to speak to a real person. People can get angry and frustrated easily if their question is not answered by the IVR so make sure they have an option to speak to someone to keep them satisfied.

Voicing and Scripting

The voicing and scripting that Elite Telecom provides is linked with the IVR service that we also provide. IVR controls the interaction between a caller and a phone system and the voicing and scripting is all to do with the automated lines that are used with business call centres as well as the spoken ones. The voicing and scripting can be vital to portray the right image for your business so you need to get it right.

Features

Elite creates and develops any aspect of your scripts including voice, words, accent and gender to the one you feel represents the face of your business in its best light.

Elite Telecom can provide you with both the voicing and scripting as well as the actual IVR (Interactive Voice Response) system for your business ensuring they are well linked and work together effectively.

Incorporated within these automated systems is the touchpad service, allowing your customers to select an option using the keypad of their phone to help whittle down their reason for calling, for example, “for business broadband please press 1…”

Along with the touch keypad service, our IVR systems can now recognise some words when they are spoken, so instead of touch pad for questions that may only need as yes or no answer e.g. “are you an existing customer…” you can now choose the option for the caller to actually say yes or no.

Benefits

Voicing and scripting can save time and money for your business as it cuts down the time that the callers are speaking to the staff. The automated system can do a member of staffs’ job and direct the caller to the right department.

You can personalise the automated voice in whatever way you want to ensure it is a voice that creates a good and relevant image of your business to callers.

You can decide what options you want the automated line to provide and Elite will create it for you. As we have great experience in this field we will also help you to devise a structure for the menu options that works effectively and which will benefit your business to the maximum amount.

The system is linked into CTI (Computer technology Integration) allowing all the services to be logged on a computer for the calling agents to see and analyse, as well as ensuring they are speaking to a caller that they can actually help creating a greater amount of efficiency for your businesses.

More information...

Make contact

request a quote or get an expert to call you back, click here

What's hot

Detailed Info Global CSS IVR Detailed Info Global CSS IVR Bespoke IVR Voicing Bespoke IVR Scripting Bespoke IVR Global CSS IVR Detailed Info Elite IVR IVR Scripting Voicing Global CSS IVR

UK Telecoms News | Phone System News | 08 Number News » Voicing and Scripting

Is your IVR system good enough?
An IVR system refers to the automatic voice intending to guide customers through a numerical number system, eventually to a solution to their problem or to an agent fit to deal with the specified call.

Customers do this by tapping in numbers on their phone’s keypad or speaking clearly into the handset. But whilst some companies vouch that it is a saviour for customer satisfaction, having the wrong solution for your business can result in quite the opposite.

IVR telephony has come under fire after a recent report by customer service firm Vocalabs, which stated that Apple, Dell and HP all have complaints regarding their IVR services.

Although, Dell and HP’s complaints were significantly reduced from the previous year, implying that the firms had worked on improving their IVR systems. It was Apple who received the most complaints, up 14% from the year before.

Most issues raised involved irrelevant or repetitive steps, or difficulty reaching an agent.

Top tips from Elitetele.com

We can work closely with you to offer your business a bespoke IVR system that ensures all calls are answered, and that customers are put through quickly and swiftly with no complaints about waiting times or faulty software.

We provide the following tips, before deciding and talking with us what your best solution can be it is vital that you think about the following;

Effective planning and analysing is the key to any successful IVR platform, do you have periods of high call volumes? If so we can help you plan for this.

Know what the purpose of your IVR system is – is it to eventually put them through to a specialised agent? Is it something that can be answered and dealt with by the IVR?

Know what you’re dealing with and how to deal with it – if you are dealing with more sensitive issues such as money or injury claims, offer to put them through to an agent straight away,

We don’t want to offer you customer’s too many options, not only will this annoy your callers by making them wait even further, some people just don’t have the mental capacity to remember nine fully-elaborated options.

If you're satisfied that we know what we're talking about, give us a call, and we can help find an IVR solution specifically for your business needs.
February 25th, 2011 | 10:49:08 AM |
Apple customers cry out for better IVR service
With complaints to their IVR system hitting an all time high, we have a look into what IVR is, and why it is essential that you have an efficient one in place.

If the old notion that the customer is always right is still in effect (and we think that it is) then Apple better do something about their

According to a tech support report by customer experience firm Vocalabs, 66 per cent of Apple customers said they were satisfied with the customer service call they had received.

HP and Dell followed close suit, with 51 per cent for HP and 49 per cent for Dell reporting call satisfaction. And whilst Apple customers further commented that the future looks bleak for and their triumph could be short lived, Dell and HP both scored higher on improving the success rate of their IVR system.

If you’re asking yourself, well this is all well and good, but what is IVR? Then no fear, IVR is just a fancy-smancy abbreviated word for Interactive Voice Response, which is the automated voice you hear guiding you to the right options when you ring a customer service line.

In fact, 35 per cent of the customers surveyed claimed issues with Apple’s IVR, citing irrelevant or repetitive steps, or difficulty reaching an agent.

However, we think that considering the amount of problems Apple has had with their array of iPhones, iPods, Macs and world dominating robots, we can’t help but think the only reason why their customer call satisfaction is so high, is because they have had a significantly higher volume of customer calls. Agreed?

Top tips for IVR from Elitetele.com

We can work closely with your business to ensure that all calls are answered, and that customers are put through quickly and swiftly with no complaints about waiting times or faulty software.

We provide the following tips, before deciding and talking with us what your best solution can be it is vital that you think about the following;

Effective planning and analysing is the key to any successful IVR, do you have periods of high call volumes? If so we can help you plan for this, so that your customers can be reassured whilst in a long queue – with direction your customers are less likely to hang up if waiting for more than five minutes.

Know what the purpose of your IVR platform is – is it to eventually put them through to a specialised agent? Is it something that can be answered and dealt with by the IVR? Perhaps their query can be answered online?

Know what you’re dealing with and how to deal with it – if you are dealing with more sensitive issues such as money or injury claims, offer to put them through to an agent straight away, if it is more trivial; offer them the FAQ section on your company’s website. Again, we can talk this through with you from a corporate and customer care angle, offering the best for your company.

We don’t want to offer your customer’s too many options, not only will this annoy your callers by making them wait even further, some people just don’t have the mental capacity to remember nine fully-elaborated options.

It is important to constantly get feedback from your customers to find out what really works for them and for your business. If you are satisfied that we know what we’re talking about (which we do) contact us to find out more.

Call us on 0844 371 1180 to see how your business can benefit from an IVR system, and actually improve your customer service.
February 17th, 2011 | 04:40:15 PM |
Professional Voicing And Scripting
Say What?

“Welcome, to Elite Telecom! Unfortunately, all of our operators are busy at the minute, but we shall put you through as soon as one becomes available.”

“G’arternoon luv! How be thee? Busy at the mo’, right with ye soon arter’ twlef!”

“One is currently occupied; press any key to be transferred post haste, much obliged.”

“What up man. Press hash, yeh? Only joking. An advisor will be with you shortly.”

No matter what you want your IVR to say, or how you want to say it, Elite's professional voicing and scripting caters for all tastes.
September 2nd, 2009 | 10:17:03 AM |