A technique of mass communication that gained popularity post 1990s after its introduction, voice broadcasting, helps in the relay of broadcast messages via telephone to larger numbers of customers at the same time. Those using voice broadcast possess the ability to contact member, constituents, subscribers, customers or employee immediately. Voice broadcasting is also used by the government during emergency situations and is known as the emergency notification system.
What voice broadcasting does?
The systems that are used for voice broadcasting manage databases of phone numbers and phone messages that are recorded digitally. The implementation of telephonic components enables simultaneous broadcast of hundreds of phone messages. By integrating text-to-speech software, personalized message are included. The advanced technology follows an algorithm that detects the call route to the answering machine and plays an appropriate response without truncating the message.
Interactive Voice Response
Interactive voice messaging or Interactive voice broadcasting is the program that enables the recipients of the call to listen and interact with the system by pressing the appropriate keys on the keypad of the phone. According to the options selected, the system selects the next step of interaction. This interaction type is called as Interactive Voice Response (IVR).
The programmed actions include confirmation, survey, phone menu navigation or confirmation of preference of the contact. For example, a professional polling organization can employ IVR to collect voter’s preference by providing the respondents with survey questions, to which answers are obtained via DTMF-tone keypad response.
Law of voice broadcasting
A subset of the Telemarketing law, voice broadcasting law, as amended in 2008 Telemarketing Sales Rule Amendment issued by the US FTC (Federal Trade Commission) has altered the laws pertaining to restriction on delivery of prerecorded message and prediction of dialing drop call rates.
Call centers and Voice broadcasting
Organizations that need the word to spread quickly turn towards voice broadcasting. When time is limited and the market awareness of the company or product must be established, voice broadcasting plays a crucial role. The attention of customers is gained easily over telephonic calls rather than sending out emails. To reach out to a large customer population via phone calls, the number of tele-callers required is more and so is the initial investment. Voice broadcasting reduces the cost substantially making marketing of the product, service or the company more economical. The efficiency of this technology is superior to employing a staff force to do the same.
5 Benefits your Call Center can gain from Voice Broadcasting
Voice broadcasting has many significant benefits, of which 5 most important ones are:
- Economical: To start with, the budget of a call center is very limited. Automation is preferred over manual message relay to cut costs. Voice broadcasting drastically reduces the recurring price of message propagation. The employed staff can be assigned to work that is of greater importance. By its inherent virtue of attracting attention, voice broadcasting is a better choice and is efficient when transmitted to landlines or mobile numbers.
- Versatility: Voice Broadcasting supports a wider range of applications than just message relays. It can also be used to gauge the client’s satisfaction with the product manufactured by a company while guiding the customers through the listed menu. The use of voice broadcasting is also seen in the area of conveying critical messages between the client and the customer and vice-versa capturing important messages that can be sent to the agent to improve the customer experience.
- Bulk calls: Bulk generic messages are recorded which are in turn linked to the automated dialing services. These calls are made to all the customers who are categorized in a specific list. Companies can send out audio ads of their new product or services to numbers that are registered with them, either landline or mobile services. By doing so, brand awareness spreads increasing sales and publicity. This feature is of importance because when you consider a network provider, the special offers provided are seasonal and the only way to bring about awareness is by spreading the word. To reach out to customers with similar needs, bulk messages are the perfect tool.
- Personalizing the messages: The impact of voice messages are greater than emails, for most advertorial emails are directed towards junk mail and are hardly opened. Calls on the other hand are heard before disconnecting. By using a broadcasting tool, a personalized scripted voice message can be sent out to many recipients simultaneously. The message is uploaded by the call center and relayed. Subsequent use of IVR redirects the call to the numbers that are listed, address them by their name and deliver the message.
- Scalability: When the client numbers is large, voice broadcasting is a boon. Calls are made at the same time to all the listed numbers enabling high scalability.