Wednesday, June 10, 2015

These days, many companies are hesitant to operate their call centers with voice broadcasting technology because they believe they are a form of spam marketing or robo-calling. This couldn’t be further from the truth. Voice broadcasting is a terrific way to maximize your resources and, if performed correctly, voice broadcast solutions can be extremely helpful to your customers. Check out our list of five voice broadcasting myths.

1) Myth: Voice broadcasting is a form of spam.

While there are clandestine businesses who use voice broadcasting to take advantage of unsuspecting consumers, this is not what it was designed for. When most corporations utilize voice broadcasting technology, they have sound reasons for it. Voice broadcasts with IVR frees up their human call agents for other calls, and it allows companies an opportunity to send customer notifications about appointments, emergencies, and changes in accounts and billing in a much more efficient manner.

2) Myth: Voice broadcasting is unwieldy and time consuming.

In the past, this may have been the case. Nowadays, however, with the benefit of SaaS-based tools, IVR is easier to set up than ever before. After uploading your customer information and recording a simple message, your IVR will be up and running in a matter of minutes. And all you need is a voice broadcasting service, a computer, and an internet connection to run the broadcast.

3) Myth: Voice broadcasting is too expensive.

The purpose of voice broadcasting is to decrease expenses and increase revenue. By using a Voice Broadcast with IVR, you free up capital for other departments, since voice broadcasting doesn’t require a human to operate the phones. What’s more, IVR can be designated for debt collections and/or donations: an automated means for increasing revenue. There are countless instances where political campaigns and charities have increased their ROI exponentially by incorporating voice broadcasting into their call center structure.

4) Myth: Customers despise voice broadcasting.

Customers might prefer to interact with humans over the phone, but they are quite understanding when it comes to particular operations (like a notification for an upcoming appointment). Customers are busy; they understand that you are busy too. Rather than having to interact with an agent, a voice call with IVR allows them to get the info they need quickly. If they are too busy, they can push a button to reschedule, hang up, or ask to speak to an operator. (Not to mention customers don’t have to feel impolite if they hang up on a robot.)

5) Myth: Good customer service ameliorates long hold times.

Good customer service is good, but no one wants to wait on hold. According to a recent poll, 84% of customers report that they prefer hold times to remain less than one minute, and only 54% of customers want to do business with those who make them wait more than a minute. Plus, four out of five consumers would abandon a brand that took a long time to respond, according to other studies. So despite having a wonderful rapport with customers when your agents do respond to calls, an effective IVR system could help to eliminate these long hold times.

All in all, you’ll want to consider how voice broadcasting can fit into your customer service and marketing strategies. Be sure to read reviews on the best voice broadcasting solutions. Make sure the one you choose has the necessary tools to build a customer-centric infrastructure for both incoming and outgoing calls. Do it right and you’ll have happier customers and larger revenues.