Alan McGirvan chats with owner of CX Central, Justin Tippett, about the importance of Connecting Callers and Building Brands for any business.

7 October 2021

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Last week Alan got together with Justin Tippett, owner of CX Central, discussing the relevance of the caller experience within the contact centre industry. CX Central was pioneered by Justin Tippett, a veteran of the Australian Contact Centre industry.  Justin first launched the CX Central website back in 2011, aiming to provide useful tools and resources for people looking to learn more about the contact centre industry.  It’s safe to say that members have been inspired by other members and colleagues, sharing useful contact centre related info. 

The podcast kicks off with Alan’s story and ultimately, how McGirvanmedia Audio Solutions was formed. Fun fact: Did you know that Alan was the first Breakfast host on 2JJ (now Triple J)?

Some businesses will cut corners asking any ‘available’ staff to voice ad-hoc recorded announcements and messages for their phone system.   Not ideal!   These recordings tend to be poor in quality inconsistent with multiple voices recordings, which lacks professionalism. It’s vital to present a polished yet friendly professional image for your business.  You can set the right tone every time using the best voices in the business to greet and direct your callers.  This is particularly important in a call centre with high call volumes.  A brand voice must sound familiar and reassuring, to make the caller feel at ease. 

As a brand voice is imperative for a company, music is equally important for the marketing (message on hold) component.  Don’t settle for the same old phone generated music, which only frustrates callers, resulting in a lacklustre, beige customer service experience.  McGivanmedia has over 200 royalty free music tracks.  Whether you want a calm laidback track or something a bit more upbeat, we will have suitable music tracks to complement any brand.

We must be doing something right! McGirvanmedia has been supplying all Qantas divisions with their voice telephony brand voice for over 33 years now. Where consistency is important for a large and reputable brand like Qantas, they know only too well that the right message content is equally as important in reducing call wait times. We can guarantee that call volume can be halved with the right message content. This could be directing callers to the website to book online or other key messaging within a ‘virtual hold’ project, where the caller can leave their number to be contacted instead of waiting in queue!

Behind the scenes: Alan on the CX Central Podcast hosted by Justin Tippett

Another way to create the ‘ideal’ caller experience is being able to speak in a caller’s native language. These days many contact centres provide language options e.g.  “Press 1 for English, press 2 for Mandarin, Press 3 for French, etc.” This allows a business to effectively communicate with the right target audience wherever they are in the world.

We ‘re proud to work closely alongside Telco Companies and In-house IT Departments, ensuring any voice recordings are always produce and sent in the relevant format compatible with ANY phone system.

Check out Justin and Alan’s podcast here:

In partnership with CX Central, we’re currently running a special promotion – we would like to offer you a free IVR recording package valued at $400 (Welcome Message, Busy Message and After-Hours Message) FOC when you sign up to  any message on hold service plan. Contact Nell Sanderson at nell@mcgirvanmedia.com.au to secure this special deal before the 30th of November 2021. Get in quick!

Read more about Justin Tippett here.

Subscribe to CX Central, Australia’s #1 resource for contact centre, customer experience & BPO professionals here.

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