Vote: Telephone greeting service by professional speakers
Practically each company with a size of more than 50 people, when ordering telephone communication services, also addresses the organization of an interactive telephone menu system (IVR). Large corporations resort to the services of professional speakers, in offices more modest text recites secretaries. Recently, the Afisha magazine has found the “ official voices ” of the Moscow metro, Sheremetyevo airport, Kazansky railway station, etc.
To some of our new clients, we recorded informational messages about the number change by the efforts of our service manager Marina (which, however, succeeded so much in this that in the end, more than a hundred companies welcome customers today).
Two years ago, several studies were published both separately from this market and generally devoted to customer service. The results are pessimistic:
27% of users are not satisfied with their experience of interaction with IVR systems ( Datamonitor / Ovum , 9000 respondents, 16 countries - including Russia)
52% are ready to refuse the services of a company with a poor-quality IVR system ( Gene Blackley )
In 2009, we decided to display a separate service for recording voice greetings and phone menus by professional speakers. The service was named “Voicearium” * , a separate portal and independence from Gars Telecom.
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* not to be confused with the word "Glossary" (lat. glossarium) - a dictionary of highly specialized terms, as confused 20 thousand site builders and their customers.
About the advantages and ways of introducing an interactive phone menu system have already been written on Habré . The main problems that reduce the efficiency of the service are the ill-conceived logic of redirection, the accumulation of unnecessary information and the text that is illiterate from the point of view of the Russian language.
We also offered companies to greet their customers with the voices of film and television actors, radio presenters, and in the case of a message in a foreign language, its carrier, with the correct pronunciation and even the necessary accent (for example, with British or American English).
In addition to the professional component - literate speech, customers received the "star" voice of the hero of their favorite audiobook or the official backup of a Hollywood action movie.
For example, John Connor (Terminator-4)
Or James Bond (Casino Royale)
Navigation on the site is built on the "telephone" logic: the announcer offers to click the appropriate button to go to the desired section. However, the announcer on the site can be turned off, unlike the voice on the handset.
Orders are processed by managers of Gars Telecom, and often the service is a gift "appendage" to the order for communication services. In our plans - to expand the number of partner recording studios and collect a music library for every taste.
Unfortunately, a competent IVR is only the tip of a huge iceberg associated with customer service. If “vegetables” sit in the service department, it’s impossible to reach the manager, the accounting department constantly loses documents, and couriers are always late, no “James Bond” will save.
To some of our new clients, we recorded informational messages about the number change by the efforts of our service manager Marina (which, however, succeeded so much in this that in the end, more than a hundred companies welcome customers today).
Two years ago, several studies were published both separately from this market and generally devoted to customer service. The results are pessimistic:
27% of users are not satisfied with their experience of interaction with IVR systems ( Datamonitor / Ovum , 9000 respondents, 16 countries - including Russia)
52% are ready to refuse the services of a company with a poor-quality IVR system ( Gene Blackley )
In 2009, we decided to display a separate service for recording voice greetings and phone menus by professional speakers. The service was named “Voicearium” * , a separate portal and independence from Gars Telecom.
')
* not to be confused with the word "Glossary" (lat. glossarium) - a dictionary of highly specialized terms, as confused 20 thousand site builders and their customers.
About the advantages and ways of introducing an interactive phone menu system have already been written on Habré . The main problems that reduce the efficiency of the service are the ill-conceived logic of redirection, the accumulation of unnecessary information and the text that is illiterate from the point of view of the Russian language.
Task: Find a logical error in the message text
Hello, you called the hotline. Your call is very important to us. Please stay on the line, we will answer you. Schedule from 9 to 18 on weekdays, on Friday from 9 am to 5 pm, lunchtime from 1 to 2 pm
Question: How long should the caller “stay on the line”?
We also offered companies to greet their customers with the voices of film and television actors, radio presenters, and in the case of a message in a foreign language, its carrier, with the correct pronunciation and even the necessary accent (for example, with British or American English).
In addition to the professional component - literate speech, customers received the "star" voice of the hero of their favorite audiobook or the official backup of a Hollywood action movie.
For example, John Connor (Terminator-4)
Or James Bond (Casino Royale)
Navigation on the site is built on the "telephone" logic: the announcer offers to click the appropriate button to go to the desired section. However, the announcer on the site can be turned off, unlike the voice on the handset.
Orders are processed by managers of Gars Telecom, and often the service is a gift "appendage" to the order for communication services. In our plans - to expand the number of partner recording studios and collect a music library for every taste.
Unfortunately, a competent IVR is only the tip of a huge iceberg associated with customer service. If “vegetables” sit in the service department, it’s impossible to reach the manager, the accounting department constantly loses documents, and couriers are always late, no “James Bond” will save.
Source: https://habr.com/ru/post/135165/
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