The Most Common Types of Voice Messages

Automated voice messages are now very popular in customer care industry, as well as automatic transaction processing. This is among the most popular use of Automated Voice Calling systems apart from the marketing and advertising of products and services for a particular organization.

Types of Voice Messaging

There are various types of voice messages ranging from simple promotional reminders, more complex dialogues, allowing consumers to complete a transaction, talk to a live agent, to respond to a satisfaction survey. However, we can categorize all voice messages into these three broad categories:

Pre-recorded outbound messages: These are simple one-way messages that deliver a scripted alert or reminder. They are not interactive and they do not require an immediate customer response. Service appointment reminders are a good example of pre-recorded outbound messages.

Such prerecorded messages are being used in marketing, advertising and promotion of a particular product or service. The colleges and universities are also using pre-recorded messages to inform their students about their programs, offers and other common addressing.

Direct connect to live agent: Sometimes you need to drive agent conversations, but you want to avoid non-productive manual dialing. In these instances, you can use outbound interactive voice messages to identify the right party and then automatically direct connect the call to a call center agent. These messages are very effective for renewal campaigns, credit card balance transfers, and large balance overdue payments. They help improve call center effectiveness and agent utilization by delivering warm inbound inquiries—or right-party debtors in the case of collections—to your call center staff.

This type of voice messages are used in customer care industry, where such automated voice messages welcome customers and then depending upon their interactive choices connect them to respective live agents.

Agent Less IVR transactions: These voice messages are automated, two-way communications that enable customers to complete an agent less transaction through a self-service interactive voice response (IVR) system. The script confirms that the right party has been reached before transferring the call to the IVR. Typical agent less IVR transactions includes updating account data, account payments, and appointment scheduling.

IVR transactions are very popular in credit card payments, telephone and other phone payments. Where customers do not have to visit a payment store physically, he/she can pay just by dialing a few buttons on his mobile and they can pay via their credit cards by using IVR system.

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