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Tips for Improved Voice Broadcast Campaigns

Voice broadcast can be used effectively to improve customer relationships and experiences, providing it is used correctly, professionally and within the guidelines of federal do-not-call regulations.

There are several distinct applications, such as automated appointment reminders, shipment delay notices, policy changes, and facility condition notices that customers welcome receiving. Voice broadcast adds a level of warmth and interaction that an email or text message cannot - it delivers a recorded human voice. And that alone can help improve relationships over a cold text message. To guide your use of voice broadcast we offer the following best practices:

• Quality Script Under 30 Seconds: Write out what you need to convey, work on the copy to eliminate unnecessary words and information. Focus on the facts. Keep the message under 30 seconds if possible - recipients start to tune out after 20 seconds of listening.
• Quality Voice & Recording: The person speaking should have a clear, strong, friendly sounding voice. The recording should have good sound quality - no static, skips, and avoid long pauses at the outset of a recording as a long pause can increase hang ups. If the message is to be used over and over, consider hiring a voice talent agency to record your message. Also, messages from the business owner or CEO can be very powerful and well received.
• Blend Other Media: Include mention of your we bite or toll free support line where customers can go for additional information.
• Include a Replay Option. After the body of the recording, include an option for recipients to press a key to replay the message, especially if important information, dates, times or numbers are included in the message.
• Time of Day: Avoid making early morning calls, and calls after 9 PM LST. If you want to target more answering machine deliveries, make calls mid-day, and for increased live answers, make calls from 6:30-8:30 PM LST. Avoid calling during the dinner hour if possible.
• Allow for Opt-Out: FCC rules require that recipients be given the opportunity to opt-out of future calls. If your provider can not support a touch-tone opt-out flag, find another one that can.
• Differentiate Between Live and Machine: A good service provider, like GroupCast, will be able to differentiate between live and machine answer. Tailor your message to each answer type. Don't try to pretend on a machine message that you were attempting to call live "but missed you." Recipients will know the call is recorded, so address it upfront and use it to your advantage - don't sound phony.
• Connect to Live Agent Option: Consider including an option to connect to a live agent if there is a chance that the recipient will have questions or options based on call, such as "press 1 if you need to reschedule your appointment." Be careful...unless your provider has a way to balance the outbound broadcast with your ability to take calls, you could be in for a burst of call center activity. GroupCast offers a proprietary method of balancing the broadcast volume with the call center answering capacity such that agents are not overloaded and service level and call quality is maintained.
• Follow the Rules! The FCC publishes explicit rules on the use of recorded voice messaging in conjunction with commercial and non-profit campaigns. Check the FCC website frequently for updates (www.fcc.gov)

Following these tips and guidelines will ensure a successful voice broadcast campaign. For additional information, please contact GroupCast at 1-800-420-1479 or Click Here.