Voice Message Scripting
When a new system is to be installed we work with you to identify your call handling needs, determine how we can work with your telephone system and define the functionality to be offered to your users. At this stage we prepare a voice recording script and flow-chart, which embody the functions to be offered.
The script is simply a list of the message prompts to be spoken and an associated file name for the IVR system. The prompts may be full sentences, phrases or individual words used by the IVR system to construct a sentence dynamically.
Conformance with Standards
Wherever possible we recommend that systems be developed to comply with the recommendations in the Australian Standards for IVR - "AS/NZS 4263: 1997/Amdt 1 - Interactive voice response systems-User interface-Dual tone multi frequency (DTMF) signalling". In particular circumstances such as banking the Australian Bankers Association publishes its own recommendations called "Industry Standard Automatic telephone Banking" which extends the Australian Standard. This document also sets out options to assist with handling the obligations of the Commonwealth Disability Discrimination Act 1992 (DDA) and the Human Rights and Equal Opportunity Commission (HREOC) requirements.
These standards are not mandatory but consistent and predictable human interfaces provide important benefits to users and your business including faster learning, greater productivity, fewer errors and greater satisfaction. Standardisation is particularly important because callers do not have the opportunity to read instructions each time they access a different automated telephone service.
Voice Prompts
The voice message prompts spoken by the IVR system are all pre-recorded and stored on the system as digital data files. To prepare these files, a professional announcer is used to record a script in a studio. A tape of this recording is then digitised and edited at Swift Call, with individual message files put onto the SWIFT IVR System's hard disk.
Generally you choose the announcer's voice that best represents your company and the image you require. When creating a new system we can provide samples of a range of announcers on tapes or CDs. In addition we can offer some telephone numbers of live systems that clients can call to hear an announcer in action. We generally recommend that customers do not try to use one of their own staff for recordings as they do not have the skills of a professional announcer.
These voice recordings can be made in any language and the operation of the system would be generally unaffected. (Although some specialised programming may be required in some applications). It is also possible to have multiple languages simultaneously spoken on the IVR system. Language preference could be selected through a number of different techniques.
Systems have been created using the English, Malay, Mandarin, Tamil, and Ukrainian languages.
Announcers use - Terms and Conditions
The cost of recording the script for your SWIFT System includes
a one off, hourly fee for the talent used for the messages.
In effect, the fee paid is for a professional yet anonymous voice that can provide clear instructions for your users in the style you require. As you know, this is a skill that can not be provided by just anyone and adds to the professionalism of your system.
As the script or recording does not include advertising or promotional messages, there is no further fee to be paid each time your message is played because the talent is not being asked to associate his or her image with your products or services. Indeed, these recordings are made on the understanding that they are not to be used to promote or advertise any products or services. Further, the recording of the script by a particular person does not in any way imply an endorsement by that person of the products or services you provide.
The talent's name or image cannot be used anywhere, verbally or in writing, to advertise or promote your system, unless you have permission, in writing, from the person or company that provides the voice for the script. Swift Call cannot provide this permission as it is totally separate from the service we provide in co-ordinating the recording of your script, although we can provide details for contacting the talent involved if you wish to pursue this course of action.
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