What is a voice menu. Voice menu (IVR)

IVR (Interactive Voice Response) is pre-recorded phone messages that help your customers understand the navigation and get through to the company that they need. Such tools optimize the work of the secretary or the call-center and create a positive image of the enterprise. Applied today everywhere, and not only large companies With an extensive network of departments, but also smaller firms.

How to create a voice menu

Our company will take on the process of creating an IVR menu from beginning to end. The customer requires only a clear task and adjust the process of creating an IVR greeting. You can even charge the IVR record from another city - all work will be remotely. The creation process is as follows:

• preparing the script of the IVR menu;
• the voice of the speaker or speakers is written on professional equipment;
• the voice comes down with music, then everything is translated into the desired format so that the customer can use the menu on its devices;
• if necessary, adjustments are made;
• customer are provided required documentsconfirming the right to use the record.

How to prepare a voice menu scenario

1. Specialists of the company writes text in accordance with customer requests.
2. Music is selected.
3. It is thought out, the voice of which tone should be used whether it should be male or female, which will first, music or voice, how many elements will be in the voice menu and so on.
4. The script is agreed with the customer and, if necessary, is adjusted.

Why it is important to record IVR on the studio

Creating audio to the menu should be carried out exclusively in studio conditions for several reasons. The most important reason is not even the quality of the recording as such. In your company will call people with various phoneshaving different frequency transmission characteristics. To play the voice menu on all these devices correctly, and need a studio entry. Plus, the studio conditions will help to record a quality voice menu, since only in the studio has the necessary professional technique.

How the speakers are selected

When choosing speakers that will voice the text, you need to take into account many nuances. The choice of voices is very important and determined at the stage of work on the script. Usually operate in templates based on the company's activities. For example, if you call more often, the choice is better to stop in a female voice. In the process of selection, it is important to take into account psychology and possible problems customers. The voice must be not only well supplied and clear, but also easily found. By and large, to attract to the voice of your answering machine for the office, you can and a very well-known actor, it all depends on your capabilities.

How music is selected

Without musical background and recording on an answering machine, and voice ivr menu They will sound dry and unsaturated. For this reason, no IVR recording costs without the use of music. But the latter must be used legally. Otherwise, the court is facing, a fine and termination of your company answering machine. We work only with those compositions on which you have right, so you will have problems with the law.

To get at your disposal a high-quality voice menu, we recommend contacting the "OK" ok studio. You can consult with specialists and make an order with a form on the site, phone, community in VKontakte and popular messengers (Viber, Whatsapp, Telegram) .

Opinions on the results of the application of the voice menu (IVR) are the most contradictory. They range from "started to use - immediately three times increased the efficiency of work" before "Customers began to throw the phone, the number of successful calls was reduced." Truth, as always, in the middle. A properly configured voice menu will help increase the number of transactions, and poorly configured - scare up customers. Here are some tips for creating a "good" IVR.

1. The message must be short and capacious

Time is money. Calling customers are counting as quickly as possible to get the result they need - a connection with one or another specialist. Therefore, too long a voice message Usually perceived negative.

The client needs to inform the most compressed form to report important information for him - whether he got through, and what to do next. Try to avoid bulky speech revolutions. The voice must sound cheerfully and not "stretch" words.

The optimal duration for the information text is 5-10 seconds. Examples:

- Hello! You called the company "Happy Home". The operator will respond to you after a few seconds.

- Soyuz-East company. Dial the internal number of the employee or wait for the secretary response.

If you use a single number to appeal to several different issues, and you need to voice the selection options, the allowable duration of the message can reach 20 seconds. For example:

- Hello! You called the store "Three Whale". To place an order, click "One". For advice on repair and maintenance of technology, press "two". To connect to an employee, dial its internal number or wait for the secretary response.

How to record a message We were told in the recipe "IVR Voice Menu".

2. First of all - priority

In the voice menu, the value is not only the duration of the message, but also the order of points. Analyze the number of customer calls in this or that department. This can be done with the "Statistics and Monitoring of Calls" tool, looking at the number of appeals to different groups. When making a voice menu, put the first items corresponding to the most common appeals.

Then most customers do not have to listen to all the entire menu. They will immediately be able to press the desired key and immediately move to solving their tasks.

Setting the menu items sequence is described in the IVR Voice Menu Recipe.

3. Redclude the number of items and menu levels

If you need to make a menu with several levels (for example, first the choice of one of the regional branches, then the choice of address themes), your customers should be oh-very patient. Not everyone will endure the procedure to the end.

To not lose potential buyersIn such cases, it is better to use other, automatic call processing techniques, without causing callers to wait and perform too many actions to choose options.

Consider this on the example. To send customers calling on a single number to the nearest regional branch, it is best to use the "Forwarding by the Client number" (this is the 9th step in the recipe). Customize multiple call forwarding masks in the region code, and calls will immediately be sent to the desired office. The client will only have to choose the topic of circulation. The result is the time of stay in IVR will be reduced by 2 times!

The only exception is this rule - These are the so-called "reference" IVR, when the menu is just a directory to obtain one or another recorded information. For example, the work schedule and the address of the branch. In this case, customers will be ready to wait patiently.

4. Adjust the action in the absence of input

Despite the fact that on the courtyard of the 21st century, not all customers want or dial the team in tone mode. For example, the call can go from the old-fashioned disk phone or from the communicator program. Or the client will simply decide to wait for the operator's response.

In order not to lose such clients, add a "no input" processing rule to the diagram. We recommend assigning call forwarding to the secretary or special operator. If this is not done, then the client who has not selected any of the items will play the voice menu regularly, or it will hear silence in the tube. There is a chance that he will just hang her.

On the setting of actions in the absence of input, everything is described in the same recipe "IVR voice menu".

5. Different menus for different time

It would seem - a trifle. But calling customers will appreciate if you will welcome them not faceless "Hello." Write down the three options for the message, starting them with " Good morning", Good afternoon and" good evening ", and configure playback depending on the time of day.

Perhaps a fleeting splash of positive emotions caused by this little "highlight" will become the drop that is necessary for making a decision on purchasing in your company.

Also be sure to write down a separate information message that customers who have been inoperative time will hear. It must contain information about the time of your company and the ability to leave a voice message (voice mail function). For example:

- Good evening! You called Kiparis Tour. Unfortunately, in this moment We can't take your call. Company hours of the company - from 8:00 to 20:00, without days off. Please leave a message after the signal, and our manager will definitely call you back.

Not every client will leave a message, but even part of customers is additional sales and additional profits.

Setting up the voice menu on a schedule is described in the seventh step of the recipe "New Personal Cabinet WATS and 9 simple steps of its configuration".

Was the recipe useful for you? Express your opinion in the comments. And also write about what you still want to know - and we will tell about it in one of the following issues.

Voice menu (IVR) - This is an object that allows you to automatically process the incoming call - to lose a welcoming greeting, provide him with the ability to dial the internal number of the subscriber or send it to the right queue, etc.

Setting

In system WellTime. IVR is clearly represented as a block diagram, which is moving from top to bottom.

The following elements may include the block diagram:

Notification - Play pre-recorded notification.
Menu - allows you to carry out IVR branch (by pressing the caller of any buttons), donal of internal numbers.
schedule - allows the transition to one or another IVR branch depending on
Callback - for implementation Caller.
Voice menu - To go to another IVR.
Extension number, short number, operator, queue, voice mail, conference, fax - To send a call to the appropriate subject or object.

You can organize a simple or complex processing scheme of incoming calls.

Some have already been described above. Consider the rest:

List of rooms - This is, on the basis of which you can direct calls to different menu chains.
Context - in system WellTime. It is provided to add and use your own contexts.
Hang up - put at the end of the chain for playing short beeps. If the chain does not ends with anything, and the call on it has already passed, then the calling will not hear anything, the call will simply interrupt.
Pause - Set a pause, for example, to make some solving the caller.
Customer definition - Used in the contact center. The information is closed from, and if there is a coincidence, and the client has an active responsible operator, the call immediately translates into it.
Pronounce customer property - Also, information is closed from customer groups, and is reproduced by the voice of the client. To do this, you can (need) use various speech synthesizers. A speech synthesizer is already installed in the system, but third-party can also be used. For example, Yandex TTS or Google TTS. For third-party synthesizers, you will need to install additional scripts.
Schedule an assessment of the operator - It is usually put at the beginning of the chain. After the conversation is completed, using the system, using (configured in the properties of this block), automatically calls back to the client. An example of setting in the figure below

Rate the operator - Used to evaluate the operator
Order call from the queue - So that the client does not hang in the queue, you can schedule a callback. As soon as one of the participants of the queue