I'd love to rid the world of all those cliché, meaningless, and often derogatory up front prompts that do little more than create clutter. "Please listen...
No solid evident but I wrote the article below a couple of years ago and openly called for information on the practice. I'm still waiting to hear. ;-) ...
Gretchen: You're on really safe ground here. Our data at EIG are unequivocal, removing this prompt increases self- service -- usually by a couple of percent --...
BRAVO!! I asked some of my clients if they have their agents give any upfront blurbs prior to asking what they are calling about- they were shocked that I...
All, In addition to "Please listen carefully as our options have changed," here a few more expressions that I propose should be banned from a VUI design: "Your...
Ahmed, How about: "In order to ensure the most efficient resolution to your problem, you can always visit us at our easy-to-use website twenty-four hours a day...
... If you are recording a call for later analysis during tuning or complaint resolution, I've been told by clients that their legal department requires this....
I found this site for journalists - I think the rules would apply to VUI interactions too, though I could well be wrong about that: http://www.rcfp.org/taping/...
I have been told by some customers that it is not required for recording utterances- it is required for full call recordings-HOWEVER, I have also been told by...
Walter: Thanks for your question. I don't know the details, but I do know that it goes 'way back. It seems like I was coming across the "please listen closely...
My legal department requires it, and I do in fact listen to live calls in the IVR on a weekly basis, so I'm OK with that. However, after last SpeechTEK and...
Vodafone in Australia uses "Vodafone may record your call." variation as the very first thing you hear after ring-burst... In Australia, I too have heard...
... It's probably only a matter of time in this increasingly litigious society. Sigh. I already know of one system that on transfer says "To hear our privacy...
You're fighting a losing battle on this. Call center managers love this cliche. You can point out that power users, by definition, call frequently, so you only...
I've got an outdial program that dials back to complete transactions with cell phone users who have texted in an order. If the system reaches voice mail it's...
Chloe If you have control over the telephony device (IVR) you may be able to change "answer supervision" parameters. The IVR needs to wait for voice activity...
Alas, no control over the boards, my division is just using the platform that the parent company usees, so I've got to find a design and programming workaround...
Off-list I've been taken to task for implying that I approve of the phrase "Your call is being recorded." I would like to be clear: I do not approve. It is a...
I agree about most of the up-front rubbish that should be removed, and can also attest to participation rates going up when callers find themselves prompted...
One technique that I've found useful is to put the message and the recording process under the same software control. On a per port basis, one can dynamically...
I would hope all that goes without saying Bruce! I would be rather mortified if a system had the "recording" message but was not, in fact, recording... But I...
If you cannot convince your call center managers and your client's lawyers that they're stupid and wrong, you have only proven that you despise the user....
Now, if Walter can find a good lawyer who reads the law our way, I would receive that input with pleasure. Another whole spanner in the works in this area is...
Bruce, I completely agree that most implementers and their true employers (call center managers, etc.) get "accustomed to the sound of a given solution" (the...
What's wrong with the choice in this case? If only more companies would follow that appropriately! Peter L.'s example is much worse. In that if one is...
Yeah, it's not too bad. But let's get realistic - It's there for legal reasons, not for the caller - Close enough to no-one really wants to hear that stuff... ...
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