Broadcast Voice Mail

To Broadcast voicemail is when a recorded message plays to a recipient’s voicemail box. If a person answers the phone instead of the voicemail, the recorded message will not play.

Sometimes, due to a difference in systems, the recorded message may not play correctly or at all.

When would this type of messaging be used? Broadcast voice mail is used primarily for sales and billing calls, and was developed because most all of these type of calls get the voice mail or answering machine anyway. So labor costs were cut by replacing live operators with broadcast voice mail.

At some voice broadcast services, it did not really cut labor costs, because of the way they handle the call process. At that particular call center, there were 6 operators to handle the out calls. Each operator successfully got to their recipient’s voice mail box; then they actually manually start each message so that it is recorded by the recipient’s voice mail. The operators do this over and over and over again—handling the broadcast voice mail one call at a time.

What savings ,if any, are there if the calls are handled one by one? Also, with the innovation of broadcast voice and automated calling, why use a center with 6 operators?

To answer the last question first; In September 2009 the FTC laid down some new rulings which will severely limit the number of broadcast voice mail calls. That is the reason for the 6 operators at the call center. They ‘handle’ each call one by one, so calls from that center, even though they are broadcast voice mail, are not classed as such and so are legal.

Other advantages of using the operated broadcast voicemail system ;
1. The message is in your voice, not that of an obvious telemarketer.
2. The call center operators make 1000 calls per day—each.
3. Most call centers of this type bill by the call not the hour, so you know what your charges are going to be even if it takes the operators a lot longer than expected to complete the calls.