Understanding attack types:
Posted: Sat Jan 18, 2025 10:18 am
You will want to test your setup with a wide range of scenarios to ensure that you cover as many bases as possible. For example, what if a caller does not feel that any of the pre-programmed options are appropriate? Do they get through to an operator by default or are certain options repeated if no buttons are pressed/words are spoken? And what if someone calls outside of standard hours? Are they put through to voicemail?
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You can create australia telegram the audio recordings yourself or use ‘robotic’ answering attendants. Deciding between a robotic voice and a human voice is really down to a personal preference – both have their pros and cons. While each organisation will have its own unique style, the following are generic tips when it comes to creating your recordings:
Use the same voice throughout e.g. don’t switch between automated and human.
Make introductory messages useful, but succinct.
Keep the pace steady.
Use a variety of “on hold” messages.
Avoid jargon and keep word choice simple.
Limit legal compliance/disclaimer information where possible.
If you use a robotic voice, limit the use of words/phrases that may appear patronising e.g. “have a nice day.”
Avoid excessive pauses or delays.
Top tips for a great IVR service
The following tips may prove useful when setting up your IVR:
Make your options list as short as possible; less than five is best. Long lists can cause frustration and callers may be tempted to bypass the whole system.
Try to keep the options to two or three levels deep.
Use audio editing software to create the highest quality voice recordings possible and to create hold-music and sound loops.
Ensure your sound recordings are not too loud or too quiet by testing from various devices.
Schedule different versions for different business hours.
If you use voice-response technology, also offer a touch tone response option (e.g. “After the tone, please say your account number or enter it on your keypad”.)
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You can create australia telegram the audio recordings yourself or use ‘robotic’ answering attendants. Deciding between a robotic voice and a human voice is really down to a personal preference – both have their pros and cons. While each organisation will have its own unique style, the following are generic tips when it comes to creating your recordings:
Use the same voice throughout e.g. don’t switch between automated and human.
Make introductory messages useful, but succinct.
Keep the pace steady.
Use a variety of “on hold” messages.
Avoid jargon and keep word choice simple.
Limit legal compliance/disclaimer information where possible.
If you use a robotic voice, limit the use of words/phrases that may appear patronising e.g. “have a nice day.”
Avoid excessive pauses or delays.
Top tips for a great IVR service
The following tips may prove useful when setting up your IVR:
Make your options list as short as possible; less than five is best. Long lists can cause frustration and callers may be tempted to bypass the whole system.
Try to keep the options to two or three levels deep.
Use audio editing software to create the highest quality voice recordings possible and to create hold-music and sound loops.
Ensure your sound recordings are not too loud or too quiet by testing from various devices.
Schedule different versions for different business hours.
If you use voice-response technology, also offer a touch tone response option (e.g. “After the tone, please say your account number or enter it on your keypad”.)