Many features in our platform require audio files to activate. Audio files can be quite specific to your use, for example - a company greeting and service notices, or can be very generic like a voicemail message.
This article will provide some helpful tips on scriptwriting, and on audio recording options available.
It’s important to think about your script ahead of time and to also consider the different parts you will need (eg: greeting + voicemail + queue messages).
Most callers do not like to listen to long messages before actually speaking to a real person, so try to make your script as succinct as possible, while still providing the information needed.
Also consider the language being used - eg: ASAP vs as soon as possible - and try to limit any words that can be difficult to pronounce - eg: for Support vs for support enquiries (multiple repetitions of the word “enquiry” can be difficult for consistent pronunciation).
This is especially important if you are providing a script to someone else to record (eg: a voice artist).
Here is a table of some of the audio files you might use, and some script suggestions to get you started:
|Feature||Where do I configure this?||Use Case||Script Example|
|Welcome Message||Callflow - Greeting widget||Place this at the beginning of a callflow to let callers know where they have contacted.||Thanks for calling Jet Interactive. Please hold and our team will be with you shortly.|
|Voicemail Message||Callflow - Voicemail widget||This file will instruct the caller to leave a message for the person or department they have contacted.||Sorry, all our staff are currently on other calls. Please leave us a voicemail and one of our team will return your call as soon as possible.|
|IVR||Callflow - IVR widget
Callflow - Postcode IVR widget
|This is the file that will advise your caller of what option to press to contact the department or person they are looking for. Consider as well, that callers who are unsure of their selection will usually press 1.||
Please select from the following options:
|Whisper||Callflow - Dial Widget
Callflow - Postcode IVR widget
|This file will play to the person answering the call, to advise them of the source or reason of call they are about to take.||
This call is from our website.
This is a sales call.
|Periodic Announcement (Queue)||Queues - Edit||This will play at at the time period you configure, letting customers know further information while waiting in the queue. Please note this is different from Announce Position - please see our article on Queue Management for more information.||Thanks for holding, our team will be with you shortly. You can choose to exit the queue and leave us a voicemail at any time by pressing 1.
(make sure you have a queue escape option configured if you are using this!)
|Call Recording **||Callflow - Start Widget||This is a requirement for the Call Recording feature to be active, and notifies the caller that their voice is being recorded.||This call will be recorded for training and quality assurance purposes.|
|Music On-Hold||Queues - Edit
Queues - Music On-Hold manager
|This is the music file that will play to callers when they are waiting in a queue. This file can commonly have marketing messages blended into the audio as well.||Did you know you can manage your services and view all your account details online? Log into the Jet Portal to view your account. You can also access our help centre at any time by going to support dot jetinteractive dot com dot au.|
*Please note - notifying callers that they are being recorded is a legal requirement within Australia. Any call recording audio files must include a variation of the script above, alerting callers their call is being recorded.
All call recording setups will be reviewed by the Jet Support Team, and any setups that do not comply with these requirements will have this feature immediately deactivated until a suitable replacement file is provided.
Standard audio options are available in our file packs below if you require this feature but do not have an appropriate announcement yet.
Audio recording options
Automated Voice Program
The Jet Support team uses an automated voice program for most of our own callflow files, and this is available for clients that we can utilise for your custom audio files.
These are charged as a Simple Setup, and this is only available for scripts provided by clients - no scriptwriting included.
We also have a range of professional recording services available. With this service, you can choose the gender and voice style of your artist to customise the tone of your messages.
These services can range from single files to a full phone system package, including scriptwriting with custom On-Hold music containing marketing messages for your company.
If you would like to record these yourself, there are quite a range of audio recording options available to consider, both professional and amateaur.
If you have a smartphone, your standard operating system should also include a simple voice recording application (on iOS this is called Voice Memos, on Android this is Voice Recorder). It is easy to use these applications to record your different audio samples, and then email or share these files to yourself to use with the Jet Portal on your computer.
If your chosen application records in a different file type (eg: .aac or .m4a) you will need to convert this file into the appropriate type.
There are programs to do this on your computer, but also many online converters available from a quick Google search.
Important: take care not to use any untrusted programs if your audio files contain sensitive information.
Recording your audio
When doing your recordings, find a small quiet room to use for this. The ideal space is a closet or small office with carpets.
Tip: Avoid bathrooms or rooms with tiles or other reflective surfaces, as this will cause your audio to echo and feedback while you record. Weirdly shaped spaces with carpet, curtains or even clothes to help absorb the echoes will give you the best result.
Hold the device approximately 30cm away from your face and speak clearly (do not shout) at a normal speed.
Do a few versions of your files as well, as there may be background noise or certain inflections that you do not like once you listen back to the recordings.
Free file packs
The file packs below are grouped by voice artist and contain a number of generic audio files you are free to use throughout the Jet Portal.
These audio files were created by artists from the professional Audio Recording packages listed above.