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1 TELEPHONE SYSTEM SUCCESS KIT A GUIDE TO GUIDE TO BUILDING USER-FRIENDLY VOICE SYSTEMS 1

2 What To Look For in a Telephone System 5 Great Tips for What You Should Be Evaluating in a New Phone System There comes a point in every business when you'll need to consider acquiring a business telephone system. In this chapter, you ll discover 5 great tips for what you should be evaluating in a new phone system. Before we dive into the specifics I want to review some phone system basics. Most business telephone systems have two parts, the phone server, a piece of hardware that receives inbound calls and routes the calls to the appropriate extension, and the telephones themselves which allow your staff to accept calls, transfer calls and conduct conference calls. While names like Nortel and Avaya come to mind, there are more cost-effective solutions that do the job just as well, such as the TalkSwitch phone systems. Regardless of the brand, there are 5 standard criteria to consider when evaluating a business telephone system. Usability First and foremost, you want a phone system that is easy to operate. The telephones themselves should have a familiar feel with the ability to complete everyday functions such as placing a call on-hold, muting a call, and increasing and/or decreasing the volume level. You'll also want to ensure that the phones themselves have both a handset as well as a jack for a headset. 2

3 Rich Feature Set Most businesses will require a main menu, call routing, and voic . Each member on staff will be equipped with their own extension and voic box. Your IT guy or gal should be able to set-up a new phone line or make any adjustments to the system settings by logging into the telephone system software. The software should be mature, and again, easy to use. Read reviews from other business owners or IT people about how the software performs and which features are included. By IT, I mean Information Technology. Storage Regular business hours are from 9:00 AM to 5:00 PM. That means that the office is closed for 16 hours per day. If you receive calls from multiple time zones, it's likely a lot of calls will end up going to voic . With this knowledge, invest in extra storage for voic . Customization Give your callers a strong first impression with a customized telephone system greeting. The auto-attendant is the technical name for the voice you hear during the main menu. You should hire a professional to record the auto-attendant and deliver an MP3 or WAV file to you that you'll then upload into the telephone system. While you re at it, have the voice talent record a general voic message, office is closed message, holiday hours message and most importantly on-hold messages. Upgradable / Expandable A basic phone system will include two phone lines. Before long, you'll want to expand to four lines. If your business continues to grow, you'll want the flexibility to easily add another four lines. Be sure that the phone system you select has the ability to expand the number of phone lines. I'd also include the ability to plug in a CD player in your "expandable" requirements. The TalkSwitch lets you either upload on-hold messages or simply play the on-hold messages from 3

4 a CD player that's plugged in. Having your on-hold messages on CD lets you easily update your messages, play current promotions or share timely news relating to your business. Summary By jotting down your requirements, you'll be armed with a list of specific needs. Your requirements list will also help you avoid getting bogged down in technical specifications and detailed feature lists keeping you focused when you're doing research on which phone system to go with. 4

5 2. WRITING YOUR SCRIPT When you are writing your telephone voice-over script, there are several key elements that you ll want to include, the first element being an auto-attendant. 1. Auto Attendant An auto attendant is the first voice that a caller will hear when they dial through to your company phone line. The auto attendant greets the caller and establishes trust while branding your company. For instance, your auto attendant may be scripted to say something like this: Thank you for calling XYZ Company, the leading provider of whatever-it-is-you-do services. 2. Interactive Voice Response (IVR) After the caller has heard the auto attendant, the same voice usually guides them through their options, you know, press 1 for this and press 2 for that. This element of your voice over script is called an IVR or Interactive Voice Response. Why is it there? You may want your announcer or voice talent to direct callers to specific offices or to listen to pre-recorded messages that share useful information such as your regular office hours, what s on the menu, and so on. One popular option with callers is the ability to dial zero to reach a representative at any time. Be sure to make that option available to them at the end of your IVR prompts. Phone systems that offer this feature often relieve customers who are becoming agitated or simply don t have time to listen to the entire menu of options. Surveys across the board have shown that many callers detest having to wait and appreciate the option to press zero to exit the menu and speak directly with a real person. 5

6 Once your caller has picked the option that best meets their needs, they will then be directed to the extension associated with their request. Be sure to map this out when you are setting up your telephone system. Know which extensions are paired with the numbers and symbols you ask the caller to press so there are no hiccups in the process for your caller. 3. On-Hold Messaging Now, while all of this is happening, you have an excellent opportunity to market to your caller while they are waiting on hold. You can turn waiting time into selling time, so here we go. It s quite simple. When you are scripting your telephone voice over prompts, be sure to include some on-hold messaging. The on-hold messaging follows the Interactive Voice Response. For best results, write three or four courtesy messages and an equal number of marketing messages that will alternate while a caller is waiting to be served. When your callers are on hold, you can gently remind them that you appreciate their time and their business. Courtesy messages are meant to soothe callers while they are waiting. On the flip side, you can also up-sell your customer through a marketing message. After all, you do have a captive audience! There s no better time to let the caller know about a special that is going on, an update to your service, or anything relevant to your organization. Include some persuasive messaging and the caller will have a newly inspired reason to do more business with you if interested. 6

7 4. Voic Something else that you will want to have is a company voic message. This voice mail will act as a generic greeting for any messages that are left outside of personal voic . Along those lines, consider having specific personal voic greetings recorded in the event that you or your staff would prefer the voice talent to do so instead of recording it yourself. Let s pretend that your caller has phoned after hours and there is no one available to take their call. At this point, you have a couple of options to consider: Just let them sit on the line until they eventually navigate their way to a voice mail box Or, you can set up an after hours message that will thank the caller for phoning and provide instructions to leave a message or phone back on the next business day. The same goes for holidays. If you d like to have a special message prepared for statutory holidays, you can customize the message for your customers and present it to them at the appropriate time. 7

8 PICKING A VOICE FOR YOUR PHONE SYSTEM Do you know what kind of voice you want? Picking the right voice is of great importance as that voice will brand your company and likely be the first point of human contact for your customers. The majority of all telephone system recordings are recorded by female voice talents, however, you may find that a male voice is more suited to your industry or organization, especially if you represent an industry traditionally associated with men. Remember to think about the gender, age, accent, style, when selecting a voice. Write down what you know about your customers and select a voice that best reflects their demographic and meets their specific needs. If you are serving an older customer set, think of casting a middle aged or senior voice for your voice talent. If you serve predominantly young adults or thirty-somethings, select a voice geared to their age group. Depending on what your company offers, you ll want to match the voice with your services. For instance, if your messaging is for a church or religious center, consider a comforting voice over style with mild authoritativeness. Alternatively, if you are a ticket hub for sports events, pick an upbeat, energetic voice style that best exudes your brand and speaks directly to your caller. Consider the accent that you want your callers to hear. If you work with people locally or within a certain region, consider hiring a voice actor who has the same accent as the customers you serve. Be sure that the talent you hire has met all of your voice casting requirements including gender, style, accent and age for best results. You might want someone to record who has a different accent altogether who sounds exotic or foreign. A foreign accented voice over may give your callers the impression that you are a global entity. While this may sound attractive, it could also confuse people if you serve a mainly local customer base. Your customers, should they all be from the city you are located in or the surrounding area, would likely expect to hear someone with the same accent or regional dialect that they have. Your voice over will only be as effective as the voice talent that you cast, so script and choose wisely. 8

9 SAMPLE SCRIPT Abigail Jane s Flowers Auto Attendant Thank you for calling Abigail Jane s Flowers, your friendly neighborhood florist for weddings and all of your special occasions. IVR To speak with a floral consultant, press 1 To place an order, press 2 To speak with Genevieve Thompson in arranging, press 3 To speak with Abigail Jane Frailey, press 4 To leave a message in the company mail box, press 5 On-Hold Are you getting married this year? Let our consultants sweep you off your feet and create the bridal bouquet of your dreams. Thank you for holding. We appreciate your business. It s almost Valentine s day... Does your lady love have a dozen roses ordered for her already? There s still time, so make sure you ask your floral consultant when we return on the line. Voice Mail Hi, you ve reached the private voice mail for Abigail Jane Frailey. I m not in the office at the moment, but please leave your name, phone number, and your request, and I will return your call as soon as I can. Talk to you soon! 9

10 SAMPLE SCRIPT The Herculean Fitness Club Auto Attendant Thank you for calling The Herculean, the fitness club that goes the extra mile for you. IVR To learn about our club memberships, press 1 To start your fitness experience at The Herculean, press 2 To book a personal trainer, press 3 To listen to our contact information, press 4 To return to the main menu, press the pound key On-Hold Need a place to go to get away from it all? The Herculean is your destination to build muscles, tone up, and keep your fitness in check. Thank you for holding on the line. A representative will be with you shortly. With warmer weather comes outdoor activity, and not to mention shorts and summer clothes. Keep up appearances on the golf course, at the office ( or the beach! ) by joining the number one fitness club, The Herculean. Voic Greetings, you have reached the corporate voice mail for The Herculean team of fitness professionals. Please leave your name, phone number or address and we will get back to you within twenty-four hours. 10

11 SAMPLE SCRIPT Grimsby Developments Auto Attendant Thank you for calling Grimsby Developments, developers of strikingly beautiful heritage homes at remarkably reasonable prices. IVR To setup a meeting with a member of the Grimsby Developments team, press 1 To listen to homeowner testimonials, press 2 To speak with Mike Grimsby, press 3 To speak with the billing department, press 4 To leave a message in the company voice mail box, press 5 To review your options, press 6 On-Hold Looking to build a new home in desirable Mountain s Peak? We have 6 lots still available to build your family dream home on. Come visit us today to explore the possibilities. Thank you for holding. We appreciate your business. Hard wood flooring, cathedral ceilings, open concept living spaces... you can have it all with a home designed and built by Grimsby Developments. Inquire about our model homes when we return on the line. Voic Thank you for calling Grimsby Developments, the leader in heritage home development. All of our lines are busy, so please leave your name, phone number, and your request, and a representative will return your call as soon as they can. Thank you, and have a nice day. Evening message Thank you for calling Grimsby Developments, the leader in heritage home development. The office is currently closed, so please leave your name, phone number, and your request, and a representative will return your call as soon as they can tomorrow morning. Thank you, and we look forward to serving you. 11

12 SAMPLE SCRIPT Murphy s Bakery Auto Attendant Thank you for calling Murphy s Bakery, home of Murphy s Mile High Pies and the Murphy Culinary Institute. IVR To place an order, press 1 To learn about our specialty pastry classes, press 2 To speak with an instructor, press 3 To leave a message in the company mail box, press 4 To review your options, press 5 On-Hold Welcome to Murphy s Bakery and Culinary Institute. We specialize in catering, with a focus on baked goods and pastries. We appreciate your call, so please hold on the line until a representative can serve you. Are you an aspiring chef? Need to learn the tools of the trade? Register for our classes and be instructed by world renowned pastry chef Anastasia Murphy. Thank you for holding. Your call has been placed in a priority sequence. A representative will speak with you shortly. Voic You have reached Murphy s Bakery and Culinary Institute. All of our lines are busy, so please leave your name, phone number, and your request, and a representative will return your call as soon as they can. Thank you, and have a nice day. Evening message Thank you for calling Murphy s Bakery and Culinary Institute. The office is currently closed, so please leave your name, phone number, and your request, and a representative will return your call as soon as they can early tomorrow morning. Thank you, and we look forward to serving you. 12

13 CASE STUDY Business in the 21st Century... More than ever before your business is faced with tough challenges. Your costs are increasing. Competition within the marketplace is tightening. Profits are becoming more limited, and your vendors are providing less and less marketing support. Customers have grown more cautious of how and where they spend their money. Then, of course, there are all the advertising issues. Do people read the newspaper anymore? Which of your customers watch television? Is cable a wise investment? Are the yellow pages an effective use of your budget? Will anyone see your outdoor ad -- and act on it? Will people respond to direct mail? Every advertising or marketing dollar you spend has to produce results. Results are dependent upon reaching a qualified audience with the right message. Who is Your Qualified Audience? People who call your business are your best prospects -- your most qualified audience. Advertising, your reputation, and even your 800 numbers are all designed to make your phone ring. Call volume and heavy phone traffic are the natural by-products of your marketing effort. Your customers and prospects call to conduct business or obtain information about specific products and services. When they dial your number, you have their undivided attention. Callers currently spend more time on hold than ever before. According to industry statistics, 70% of all business telephone calls are placed on hold or in a call center queue for an average of seconds. That's an average of 7 out of every 10 calls. For many businesses, 13

14 that adds up to hundreds of hours of advertising time per year. (Calculate your call volume to determine your on hold marketing potential.) Reaching the Right Audience with The Right Message The most popular rationale for developing an on hold marketing program is a desire to provide callers with relevant information regarding the nature of their call. The key word is relevant. Your message on hold program can be a sales message, customer service message, an informational message -- or any combination you choose. On hold marketing is designed to turn telephone 'hold time' into a vital public relations tool. A message on hold program functions as an extension of your existing advertising strategies by taking advantage of every customer contact. A message on hold program is the most cost effective marketing tool available today. Compared to other forms of media, on hold marketing is a sound investment for your business. Presenting unified marketing announcements to your best prospects. 24 hours a day. 7 days a week 14

15 FACTS & FIGURES FACT: On-Hold Messaging Reduces Hang-ups. Callers don't want to wait and will hang up if left on hold too long. 60 percent of business callers placed on-hold will hang up if left in silence. FACT: On-Hold Messaging is Preferred by Most Callers. Callers want assistance. 80 percent of callers appreciate hearing information about a company while waiting, rather than hearing a radio station, sleepy music or silence. On-hold messaging provides helpful information. FACT: On-Hold Messaging Can Influence Buying Decisions. Don't miss out on the opportunity to sell your product or service through custom-produced onhold messaging: 16 to 20 percent of callers have made purchases based on information they heard while on hold. FACT: Most Business Callers Are Placed On-Hold. 83 percent of business callers experience some hold time. Two-thirds will be on-hold for 43 seconds or longer (long enough to hear worthwhile information or a pleasant greeting from onhold messaging). FACT: Silence Makes On-Hold Time Seem Longer Than It Is! Callers who are subjected to silence while on-hold perceive their on-hold time to be three times longer than it actually is. FACT: Callers Who Hang Up While On-Hold May Never Call Back. More than a third of all first-time callers who hang up while on-hold will never call back. 15

16 STATISTICS AT&T Study More than 70% of business calls are placed on hold for an average of 45 to 60 seconds each. 60% of the callers placed on hold hang up, and 30% of those that hang up never call back. 94% of advertising budgets are spent to induce a call and only 6% is spent to handle the call once it comes in. North American Telecom Callers with silence on hold will abandon their calls in less than one minute. Ninety percent hang up within forty seconds. Callers with music on hold will stay on the line thirty seconds longer than with silence. Callers with information on hold will stay on the line for up to three minutes longer. US West Communications Study Providing information on hold results in: A 40% increase in retention of callers on hold A 15% increase in inquiries A 12% direct increase in requests for products and services mentioned on hold. 16

17 More On Hold Facts The average executive spends 17 minutes per day on hold. Office Team Survey The average person spends 60 hours per year on hold. CNN Survey 55 seconds is the national average hold time for companies with more than two telephone lines. CNN Survey Over 85% of callers prefer on hold messages over silence. Cellular Marketing Magazine 1 in 5 respondents made a purchase or a decision based on information they heard while on hold. Telemarketing Magazine Survey 17

18 CONTACT US If you need help at anytime, you can reach us toll-free at To post a job FREE, create your account at Voices.com 18

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