The Evolution of Call Centre Audio

Call Centre Audio or Call Centre Voice Recording is the name given to recordings played by telephone systems to inbound callers at four main times:

• The IVR menu tree design  prompts that allow calls to be routed to the right agent skill groups
• The in-queue marketing production that callers hear whilst waiting for an agent to become available, usually incorporating comfort messages
• An on-hold production that callers hear when being transferred from one agent to another, or when put on hold by an agent
• Out of hours and emergency messaging.

What is Call Centre Audio Marketing?

Anthony Buxton, MD of Premier Business Audio talks about the importance of Audio Marketing and how it can benefit your Call Centre at the last IoD Conference. 

Evolution of the Call Centre Audio In-Queue Experience

Most call centres currently use an agent to record the inbound caller contact points, script the calls themselves and have random music with frequent cliché comfort messages such as ‘Your call is important to us’. 

Such organisations are several steps behind the current call centre audio marketing best practice.  Any business providing this type of Call Centre Voice Recording, IVR Prompts or In-Queue marketing recording are often perceived as providing a poor quality service (see British Telecom case study) and all before anyone has even spoken to the caller!

In September 2008 the BBC published the results of a survey into what makes people in the UK angry; part of a series presented by Griff Rhys Jones. The results showed that the number one thing that made inbound callers irritated were delays in being answered by call centres; incredibly, even more than being physically attacked, being insulted or queue jumping. 

Few organizations have given this key area of call centre strategy management the appropriate level of attention, given its importance in affecting inbound caller satisfaction.

Why not get us to do a free audio audit on your call centre?  We have many years' experience within the call centre audio industry and are best placed to offer you advice on how you can meet your call centre strategy management plan and improve your inbound caller experience and call centre voice recording. 

Benefits include: A review of your existing Contact Centre IVR menu tree design and evaluation of your IVR prompts, IVR scripts and voice artists used. Plus much more.

Speak to us today on 0845 074 4068 our email our Call Centre Audio Business Development Team!