This article presents a practical example demonstrating how to effectively organize and manage audio prompts, particularly in a multi-brand or multi-lingual environment (although the focus here is on multi-lingual, it can easily be adapted for brands). However, before delving into that, let's explore the significance of audio files in your call flow and discuss best practices for their utilization:
- Enhancing customer experience: The IVR, along with audio files, plays a crucial role in forming the first impression of your business and the services you offer. A well-designed call flow that ensures a positive caller experience demonstrates professionalism and instills customer trust.
- Defining the customer journey: Audio files serve as guideposts, leading customers through your call flow and providing them with the necessary information.
- Versatile application of audio files in babelforce: Audio files can be incorporated into various modules in babelforce, including
- Audio Player
- Input Reader
- Speech to Text
- Additionally, instead of audio players, you have the option to use babelforce's Text to Speech (TTS) modules. These modules allow you to input text that can be read aloud to customers using preinstalled voices. They are particularly useful for drafting your call flow before adding the final audio files. Feel free to explore our help center for gaining more insights.
Now, let's proceed to the example we would like to present:
Although the initial row may appear technical, its purpose will become clear later on. At this stage, it serves as an overview of how you can organize your prompts effectively.
When documenting the audio prompts, ensure you include not only the designated location where the prompt is used but also the wording. This way, you can comprehend what customers hear without having to call your own hotline. Lastly, record the file name, which can be chosen freely, but ensure that you maintain a clear association between the file name and its corresponding audio content.
|Place in flow
|1.0 - Welcome (Prompt)
|Welcome to our service
|2.0 - IVR (Input Reader)
|Would you like to speak to our Support team? Please press 1. If you would like to speak to one of our sales experts, press 2. For Tech service, please press 3
|Möchten Sie gern mit unserem Service Team sprechen, dann drücken Sie die 1. Wenn Sie mit unserem Verkaufs-Team sprechen möchten, dann drücken Sie die 2. Für Tech-Support drücken Sie bitte die 3.
|2.0 - IVR (Input Reader)
|I'm really sorry but I didn't get that.
|Leider konnte Ihre Eingabe nicht erkannt werden.
|4.0 - Sorry (Prompt)
|You are calling outside of our business hours. Check out our website, you can find lots of information about our product there. If you would like to get help, try our help center or just drop us an email.
|Leider rufen Sie außerhalb der Öffnungszeiten an. Schauen Sie auf unserer Website vorbei, hier finden Sie viele Informationen über das Produkt. Wenn Sie Hilfe brauchen, finden Sie die Antwort bestimmt in unserem Helpcenter. Oder schreiben Sie uns einfach eine E-Mail.
|3.1 - Queue (ACD)
Now that we are done with this section, you completed the first chapter of the tutorial. Congratulations!
We are looking forward to your comments and improvement suggestions.