Call Centre Audio

IVR  

"Press one for happy customers, press two for happy staff"

For most call centres, IVR is the first point of customer contact. 

Survey after survey tell us that people dislike using IVR. When questioned, this dislike stems from experiencing poorly scripted and voiced IVRs with too many options, dead ends, too many levels to go through etc.

A poor script or a non-professional voice can set the customer's experience off to a bad start, leading to frustration, incorrect option selection and complaints; ultimately frustrating both caller and agent.

Could this be a survey of your IVR?

• “Our customers regularly abandon calls in our IVR”
• "Many callers choose the wrong IVR option"
• "We get complaints about our IVR - it drives our staff mad"
• “Our customers tell us that our IVR voice is not clear. It’s not a positive customer experience”
• “Our competitor’s IVR sounds better than ours”
• "Our transaction times are too long, due to callers making wrong IVR selections and not being ready with credit cards or account details"

Our Creative team are experts in scripting effective, caller-friendly IVR call flows and prompts.  Ask us to undertake an IVR review today.

In-Queue Marketing 

The No.1 marketing tool available to Call Centres?

The statistics:

• In a recent call centre survey, poor queuing environment and message repetition were named as prime causes of customer annoyance 
• 34% of callers will hang-up within 40 seconds if queued in silence
• 94% of marketing budgets are spent on generating calls, with only 6% allocated to improving and branding the caller experience 

The Benefits of our Pro-IVR and In-Queue Marketing services

• Promotes correct IVR selection through improved speech and script clarity
• Prepares callers before they are transferred to an agent – for example, saving an average of 15 seconds per call by reminding the customer to "have your credit card ready" adds up to a major increase in call centre productivity
• Reduces staff churn: answers FAQs in-queue, leaving agents to do more interesting, more satisfying value-added work – and minimises boring and repetitive complaints about poor music and in-queue experience
• Increases revenue-per-call: adds cross-selling and up-selling to in-queue marketing messages
• A wide range of professional voice artist styles, accents and over 20 foreign languages 
• Industry-leading turnaround times and service
• We also supply automated data collection systems such as customer surveys, information lines, payment services, ticketing, info desks...

We begin with a Customer Experience Audit:

• We record and review your existing customer experience
• Benchmark against your competitors
• Review your IVR and ACD message scripts
• Assess your current music selection

We then work with you to:

• Re-script your IVRs and call flows (if required)
• Choose Voice Artists and a 'tone of voice' to form a 'Persona' that matches your brand and caller profile 
• Work with your marketing team to create a set of relevant, on-target messages
• Script and record all voice recordings using your chosen voices
  • most world languages available
• Replace your music with an on-brand mix to match the script & voice 
  • bespoke music created 
  • our copyright-free library saves the cost of license fees 

...and then keep all content up-to-date with our managed service

Since 1996 Premier Business Audio has established itself as the leading European supplier of In-Queue  Marketing and Professional IVR Messaging. We have over 3,000 customers in a diverse range of Call Centre applications, including blue-chip clients such as:

AA, Apple, B&Q, British Gas, Eurostar, Hilton, Lloyds TSB, Nikon, National Express, Prudential, Sainsbury's, Tui...among others!

Do you take advantage of every customer contact?

As founder members of the Audio Marketing Association  you can be assured of the quality of our services