The PromptVoice team share their insights on optimising caller experience contact centres and telephony systems
Designed technically and commercially to suit a channel route to market, the Hosted On-Hold platform takes the delivery of on-hold messaging and music to a revolutionary level. With a straightforward charging structure, music and messages from a library of over 2,000 generic scripts or unlimited bespoke recordings can be streamed on demand to telephone systems and contact centres.
When you’re looking at your audio brand, associating yourself with licensed music does have a lot to recommend it and that can extend to the on-hold and in-queue experience of your customers. There’s the bonus that callers recognise the music and there’s all that positive association you’re getting around singers and bands that your customers know and love.
Have you ever been put off calling a company because you simply didn’t want to sit through the painful IVR? You dial the number, only to be welcomed by an unenthusiastic robot stating that your call is important. The robotic voice gives you a confusing list of options, leaving you to choose the one that you think will best fit your needs. As you wait, elevator music from the 60’s fails to entertain, before you’re finally connected to a real person.