Tuesday, September 18, 2007

Postpone the call-recoding disclaimer

If you are not recording the automated part of calls and only interactions between users and agents, then delay the obligatory message, “This call may be recorded for quality assurance purposes,” to just before when the call is being transferred to an agent. Such disclaimers not only lengthen the opening prompt but have come to be taken as a cue that the user is about to be transferred to a live agent and may needlessly frustrate users when no such transfer follows.

Thursday, September 6, 2007

Don't mention the web site in the opening prompt

Chances are that the people calling you not only already know that you have a web site, but that they got hold of your phone number from the web site. Unless this is not the case (your users are answering an infomercial, for instance), don't risk insulting your users' intelligence or making them feel that you really don’t want to interact with them over the phone. If you have to mention the web site, try to mention a specific page where they can find help, and mention it at moments where you have determined that the help they are seeking could be obtained via the web. A good place to mention the web site is at the closing of the call.