Hi Dana,
I have used companies to do this in the past and we (QPC) actually have one as part of our business :-)
When working with them I always make sure I stipulate the following:
1. File format for the recording
2. Same voice actor
3. SLA
4. Agreed communication method
#1 is important as you might end up getting files in the wrong format and some places charge more for higher quality recording which you really don't need when it comes to telephony
#2 Nothing worse than having different voices across your IVR and through in-queue messages etc. We always asked for the same voice actor in our contracts. It can be a pain when that person is on holiday and you need a quick message, but you do get a much better customer experience all round.
#3 Have a turn-around time in your contract too. Normally it's between 24-48 hours. It's also worth trying to get an account manager you can email directly. Someone who wil understand your needs, rather than just anyone at the company.
#4 Have a naming convention for the files and a process for getting the written scripts to the voice actor and the files back from them. Some are ok with emailing them, others like to use something like Drop Box
Hope that helps some,
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Craig Stevenson
https://www.linkedin.com/in/craig-stevenson-contact-centre-cx-specialist-b5249996/QPC UK
https://www.linkedin.com/company/qpc/------------------------------
Original Message:
Sent: 01-16-2019 22:12
From: Dana Eckoff
Subject: professional voice recording services - recommendations
who do you use and recommend for voice recordings for your IVR? Any particular pitfalls you've experienced when working with voice recording contractors, things to avoid?
thanks!
#SystemAdministration
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Dana Eckoff
Mosaic (joinmosaic.com)
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