What Is Voice Broadcasting and How Does It Work?
Voice broadcasting is a service that was established to help businesses reach a high volume of customers all at once. It is made up of a combination of hardware and software, usually comprised of a bank of analog or digital phone lines or computer=-based phone systems. Numbers are entered into the contact registry. Messages are recorded for play back when various numbers are called.
Voice broadcasting also uses what is known as an autodialer. This feature can be set up to dial the various numbers at specified intervals until contact is made. If a particular number is dialed, but is met with no answer, the system disconnects the line and goes to the next number. At the time no contact was made, the system received this information and automatically establishes a date and time to try the call again. Attempts are made until the call goes through. This process is repeated for each number where contact is not made.
Voice broadcasting systems also use a feature is becoming more and more popular. Voice recognition is used in many situations, but is, perhaps, most common for automated phone calls. In the case of voice broadcasting, when a call recipient picks up the phone and says hello, the broadcasting system recognizes a word has been spoken and the intended message is automatically played back.
Most systems will allow for three to five connection attempts before ceasing to try a particular phone number. Most redial attempts are made within minutes of one another unless a call back is set up as is common in customer service situations where the calls are live and the potential customer needs more time to consider the offer or wishes to be notified of other promotions at later dates.
Voice broadcasting has become even more robust. Now call recipients can provide various types of feedback just by using the keypad on the phone to answer questions and make choices. It is now easier than ever to connect with customers in this way and find out what they really want and need. Often times, message calls are also followed up with personal calls. The information that was gathered during the automated call tells companies what they need to know ahead of time so they may better serve their customers during the follow up call. This is, yet, one more way to personalize the customer service experience.
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