Sample Voice Prompts For Utility Companies

Transcription

1 Sample Voice Prompts For Utility Companies INTRODUCTION This document provides representative examples of scripts for professionally-recorded voice prompts that are specific to Energy/Utility companies from large, national generating facilities to small and medium sized local providers. They are meant to provide ideas for any organization that is looking to improve customer service through a well-thought voice user interface and can be tailored based on an organization s unique services and organizational structure. TABLE OF CONTENTS Traditionally, most energy distribution companies, and even larger energy generating companies, have provided only basic greetings and call distribution prompts, thus missing opportunities to better serve their customers. These companies can improve their ability to navigate clients to the right services and products by expanding their prompts to automate processes, such as outage, power status or primary connection information, and provide information regarding progress on power restoration or connection, office locations, opening hours, rates, payment options and so on. Here is a list of auto attendant prompt types to stimulate thinking about what could be included in a more comprehensive approach each with specific examples. Descriptions and sample scripts for each example are provided below. 1. GREETING AND CALL DISTRIBUTION 2. OFFICE ACCESS Generic Utilities Services Locations, Directions and Service Hours Multilingual Greetings Branch Addresses Specific Departments Switchboard Closed Closed or After Hours 3. INFMATION/OUTBOUND Outbound Informational Calls Outbound Dialer (e.g Payment not received) Information Requests Request for Call Back If you have a specific request for script examples that are not included in this document, please info@marketingmessages.com and we will look for examples for you. Page 1

2 1. GREETING AND CALL DISTRIBUTION Generic Utilities Services Typical auto attendant greeting and call distribution tree for Utilities companies, which can be revised for various departments, functions, or services. Thank you for calling the ABC Natural Gas Customer Advocate Office. If you are calling to report a Gas Leak press 1. If you are calling about your natural gas service press 2. If you have spoken with both a customer service representative and supervisor but have not successfully resolved your concern, please call us back during regular business hours. We are open Monday through Friday from 8:00 a.m. to 5:00 p.m. Thank you. Thank you for calling the ABC Natural Gas Customer Advocate Office. Our offices are closed at this time. Regular office hours are Monday through Friday from 9:00 A. M. to 5:30 P. M. Eastern Time. If you know the extension number of the person you are trying to reach, you may enter it at any time, or press 1 for our dial-by-name directory. To leave a message in our general mailbox for a callback, press 0. For further options, visit our website at a-b-c gas.com. Thank you for your business. Multilingual greeting Catering to a diverse customer base is essential. Here s an example of a bi-lingual greeting prompt. We can provide voice recording and translation services in over 70 languages and dialects, and offer bi-lingual voice recordings as well (unaccented voices in two languages). Thank you for calling XYZ Energy Our offices are currently closed. Our normal business hours are 7 am to 7 pm Central Time Monday through Friday. If you are experiencing an outage, please contact your local utility provider. To speak with a Customer Service Representative, please call during normal businesshours. Thank you for your call. (PAUSE) Gracias por llamar a XYZ Energy, nuestras oficinas están cerradas. Nuestras horas de operación son, de Lunes a Viernes de 7am a7 pm hora Central. Si usted está llamando para reportar una falta de electricidad, por favor llame a su empresa de utilidad local. Para hablar con un representante de XYZ Energy, por favor llame durante las horas de operación. Gracias por su llamada. Specific Departments Utiities and Energy providers will have special departments and operatives to handle specific requests for information, such as billing, outages, connections or general customer service questions. For example: To report an outage, press 1. To receive a status update on a previously reported outage, press 2. To report a downed wire, pole, meter base damage, or a life threatening condition, press 3. To report flickering lights or partial power, press 4. To report a streetlight or guard light out, press 5. To repeat these options, press 7. Which would lead to a more specific department or person: Page 2

3 For quality service, all calls are recorded. Please choose from the following four options: To report a gas leak, press 1. For natural gas service, including meter sets, requests to start, stop or transfer gas service, or for demolition requests, press 2. For account information, meter reading or payments press 3. For natural gas conversions, installation of a new gas line, or to request conservation information from our SAVE GREEN project, press 4. Press 9 to hear these menu options again 2. Office Access Location, Directions and Service Hours Your clients will need to find you or get your address information and hours of business. Finding a specific office address and whether it is conveniently open for business can be quick and easy with a well-designed auto attendant system guiding clients to the right locations at the right times and can refer the caller to a web-based map or directions resource. For example: For Western Idaho, press 1. For Eastern Idaho, press 2. For Central Idaho, press 3. For Northern Idaho, press 4. To return to the previous menu, press star. Each option could then provide a specific address or directions, such as Our downtown office is located at 1234 North 27th Avenue. Take exit 22 from the Interstate. Take the second left turn and we are located 2 blocks down on the right. Branch Addresses Utilities, Energy, HVAC and Oil delivery service companies with multiple locations may want to list their addresses per location. An application could use speech recognition to route the customer call based on which service is being asked for, and provides location information, such as: To hear this location information again, say, "Repeat That" or press 1. To go back to the list of locations, say, "Back to the List" or press 2. To start a new search, say, "Search Again" or press star. For help with something else, say, "Main Menu" or press 9. Otherwise, if you're finished, feel free to hang up. Switchboard Closed (Weather) Due to the current conditions, we are only accepting calls of an urgent nature. To report a gas leak, press 1. To report an interruption in your gas service, press 2. If you need to speak with a representative, please call at another time. You may also resolve your inquiry at abc energy dot com. Thank you. Page 3

4 Closed or After Hours Thank you for calling XYZ Energy. You ve reached us outside our normal business hours, which are from 8:30 am to 5:00 pm Monday through Friday. You may leave a message for a specific staff member by dialing their extension now or pressing 1 for the office directory. In the event of a power emergency press 2 to be connected with our emergency reporting service. You may also stay on the line to leave a message and we will contact you as soon as we return to the office. 3. Information/Outbound Outbound Information Disclosure Used to remind customers of procedure, rate or terms revisions and to confirm with the person called. The budget amount and any other non-gas charges must be paid by the due date every month. If more than two consecutive payments are late, your account will be automatically be removed from the plan. You can re-enroll once the balance is paid in full. Please note that the budget period runs from August through July. Participation for less than twelve months may cause the ending balance to vary. I've successfully withdrawn your account from the Budget Plan. Please be sure to cancel any automatic payments you may have scheduled with your bank and make your next payment for the amount shown on your bill. Hello, this is a courtesy call from ABC Energy to advise you that a new bill has been generated for your Energy Service account. Please be aware that you can make your payment online at a-b-c energy.com, or with our automated system by calling call us at Outbound Dialer: Payment not received This is a friendly reminder that your deposit payment has not been received. If your payment has already been sent, thank you and please disregard this message. To avoid interruption of service, please make your payment at a-b-c energy.com or call Payment Verification To complete your payment request, your call will be transferred to our automated payment system. For authentication, you will be prompted for your XYZ account number. Press any key to continue. Requests for Callback Hello this is a courtesy call from ABC Energy to advise you there is some important information about your account. Please call us at or go online at www dot a-b-c energy dot com to view your account status. Page 4

5 DEPARTMENTAL LISTINGS Marketing Messages has provided voice prompts for a wide variety of departments within Utility, Energy, Delivery (Oil), or HVAC (repair/upgrade) companies. The broader the department coverage across an organization, the more consistent and professional the voice user interface sounds. We can provide prompt examples for the following: o Power outages/interruption of service o Progress on repair or initiation of service o Office closures o New Rate Information o Payment services o Collections o Electric, Gas, Water, Oil, HVAC services o Severe Weather alerts affecting Energy supply o Multi-lingual communication to customers o Other Services ABOUT MARKETING MESSAGES Marketing Messages is a full service provider of professionally recorded voice prompts, messages, and narration for call center and web/mobile applications. Our customers employ Voice Branding to build brand identity, improve the caller experience, and make websites more compelling. We offer voice services for interactive voice response (IVR), auto attendant, Messages-On-Hold, E-Learning, and narration for websites, sales presentations, and other voiceenabled applications. Since 1984, Marketing Messages has provided over 100 top quality voice artists spanning over 70 languages and dialects, highly accurate scripting and editing, and rapid voice file turnaround to more than 3,800 customers including 200 Fortune 500 companies. CONTACT US Marketing Messages LLC 51 Winchester Street Newton, MA info@marketingmessages.com Page 5