Slideshare uses cookies to improve functionality and performance, and to provide you with relevant advertising. When all is said and done, make sure the final product actually fits the purpose for which it was designed. This includes an audio scan, as well as measurement of customer behavior changes as a result of the message. A call center is a central place where customer and other telephone calls are handled by an organization, usually with some amount of computer automation.


Typically, a call center has the ability to handle a considerable volume of calls at the same time, to screen calls and forward those to someone qualified to handle them, and to log calls. It is a functional area within an organization or an outsourced separate facility that exists solely to answer inbound or place outbound telephone calls; usually a sophisticated voice operations center that provides a full range of high-volume, inbound or outbound call-handling services. While the entire message tape can be lengthy, each individual message should convey what it needs to in 35 to 40 words.
For example, if a customer’s phone number will only be used if he or she opts for an automated response; don’t ask for it before the caller selects the IVR.


Look at your expected delay statistics, and make the message long enough to cover at least the average delay when there is a delay. Make sure that your messages have some “breathing time.” In between messages, allow for some silence or play music or some other sound.



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