Audio that wins industry awards
year after year.

In-queue messages and music for contact centres

You don't want to make your customers wait. But, your resource planning team aren't always going to be able to match the number of agents available with the number of calls coming in. And, sometimes agents are going to put people on-hold whilst they go off and try to find answers or transfer them.

Many contact centres now have call back systems. Multiple line types from 'sales' to 'service'. The ability to tell customers how long wait times are likely to be. And, the facility to change what messages can be heard based on likely wait times. There's a lot more to queues than there used to be.

We'll work with your service, technical and brand / marketing teams to help you devise a plan for your queues. And, help you put it into practice as well as keep your productions fresh and relevant.

Here's what we've helped our clients with:

  1. Reducing call abandonment, especially for sales lines where lost calls may mean lost money.
  2. Improving customer satisfaction scores by making what happens whilst waiting, as good as it can be.
  3. Reducing costs by cutting 'handle times', preparing callers so that they have everything they'll need to hand before speaking with agents.
  4. Cutting costs by resolving customer enquiries with answers to frequently asked questions before they speak with an agent.
  5. Making sure that what's on phone lines is 'on-brand'.
  6. Reducing costs by moving callers to other self service channels such as IVRs and web sites.
  7. Promoting products and services.
How we do it step-by-step

Objectives - many of our team have lots of strategic and operational contact centre experience. They'll discuss your objectives with you in detail so we can understand exactly what you want to achieve. We're also happy to help you decide what your objectives should be as well.

Audits – we have a great deal of experience with call queues and we can assess your caller experience against our best practice recommendations or 'call queue heuristic'.

Benchmarking – we can compare your queue with your competitors and best practice examples in other sectors.

Design and optimisation – working with your brand / marketing and technical specialists we combine recommendations for in queue functionality (such as call back and hold time reporting) with script writing, voice selection and music.

Testing – we can test our queue concepts with focus groups and surveys to refine them during the design stage.

Staying 'On Brand' – tone of voice (ToV) guidelines make sure that the way you speak with your customers fits with your brand. If you've got guidelines already our creative team will work with those. If not, we'll draw some up for you.

Music – we are registered to provide well known tracks using the PPL and PRS schemes. We can also source royalty free music and have composers and musicians who can write and record bespoke music for you.

Voice coaching – our voice coaches support actors during recording sessions and review their work closely to make sure that their delivery is as good as it can be.

Script writing – our full time scriptwriters will get your message across clearly and with impact.

Recording – all of the audio for your queue will be digitally recorded and then edited in our sound studios to ensure great quality.

Translation – we provide script translation and have a portfolio of foreign language voice artists that make it easy for you to manage quality globally.

Quality and speed – we have a dedicated service and support team who ensure all of our managed service work is delivered on-time to pre-agreed service level targets. And, meets our quality standards.

Understanding the benefits – if you want us to, we'll help you to decide what to measure and how when the productions go live so that you can understand the benefits of our work.

Keeping content fresh and relevant – regular updates can be provided as part of our managed service so what's on your lines will stay fresh and continue to support current sales, brand and communication initiatives.

Equipment – we can supply, install and maintain the sound sources you'll need to get your productions on your lines quickly.