FAQ

PERGUNTAS FREQUENTES

Here we try to clarify some issues or questions about our services and processes. If you can’t find what you need, please, contact us. We look forward to helping you.

• • What if I use radio for on hold messaging?

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  There will almost certainly be problems such as with interference in the radio signal and advertising from competition for example...Besides losing the opportunity to convey important information about your products and services.

• • Why not use a CD player or MP3 instead of a digital announcer?

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  The first question to be considered with a CD player is the life of the laser diode when reading on a continuous basis. According to data from various manufacturers, average durability for non-continuous operation (normal listening) is about 5000 hours, which is close to 208 days. Of course this approach is not really valid since we are talking about a non-stop scenario, but even in the most optimistic of calculations, we are talking about an average lifespan of less than one year.
  
  Another factor to be considered is the mechanical durability of the CD player or MP3. Belts, motors, rods, rubber parts and plastic, compromise the ability to play continuously (continuous operation is defined as running for periods of 8 hours or more).
  
  Another factor that limits operation is the need for daily reprogramming (in the event of a period of inactivity) and/or in the case of a power failure. A system can in fact be non-operational for some time before the anomaly is detected.
  
  Another subtler factor is the susceptibility to CD to defects and consequent failure to play (applicable to a varying extent across a range of different CD players). These errors occur with greater frequency when the CD gets hot (swelling/heat distortion) such as when used for extended periods.
  
  Moreover, the heating factor can account for accelerated aging in CD Players, mainly with respect to rubber belts and pulleys.
  
  In view of the factors outlined above, it becomes clear, on a cost-benefit basis, that CD or MP3 Players for use in telephone answering systems are not advisable.

• • Why not use the same music as the company’s telephone exchange system?

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  Surveys show a unanimous opinion: it's annoying. Playing impersonal music to your caller is not the best way of greeting them and you also lose the opportunity to transmit relevant information about your company, its products and services.

• • My telecommunications system now allows you to record custom messages, so we don’t need your services, right?

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  Wrong. Compared to recordings made directly via the telephone, Voxmedia’s answering service will always have the upper hand, allowing for digital content produced in top studios by recognized professional national and native speakers. The same applies if your central telephone system allows previously recorded files to be inserted. Just import personalised and professional messages from Voxmedia.

• • What are the requirements for purchasing a Personalised On Hold Messaging Service?

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  Most telephone exchange systems have an internal or external music source, allowing you to connect radio, CD or any other type of background music to put customers on hold. We just swap the current audio system with our digital equipment. For most telecommunication systems, it is a fairly simple process.

• • Is it difficult to install Voxmedia equipment?

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  Absolutely not. Nowadays most systems have a simple PABX input to connect an external music source, such as your current stereo unit, which means you simply plug one end of the cable into the exchange’s MOH (music-on-hold) jack and the other end in the output of the digital announcer. Some systems require the cable to be plugged in manually, which is a simple step our technicians can perform during a visit to the company.

• • Why is it that a message has to be at least 3 minutes? I hope that my clients never have to wait that long...

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  Just think about the callers who are put on hold several times over the course of a month, or two callers put on hold simultaneously. If your customers call several times a month, they will be put on hold during different parts of your message. If your message is too short, it becomes intrusive and repetitive. This is also a good reason to make updates and change your on hold message periodically.

• • I have just one telephone exchange system. Can I have more than one on hold message?

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  The answer is usually "yes", however, the telephone must have two MOH (music-on-old) audio ins.

• • The sound is distorted. What could the problem be?

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  This question can be easily analysed by our technicians. On the other hand, if your solution does not use Voxmedia hardware, the format of the audio files may not be compatible. This can easily be solved at our studio.

• • What is an On Hold Message?

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  This is your company’s business card, the voice to substitute your image when a customer or supplier is on the phone waiting to be attended. This service allows you to present the company, news and other useful information while waiting on the phone. With professional audio production, calls are not missed and are greeted with a professional message that is appealing to any caller on the other side of the line.

• • Why take the time to produce an On Hold Message?

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  So your clients have a pleasant experience when waiting to be attended and to take the opportunity for them to get to know your company better. And you can take advantage of precious time to sell, inform and launch products and services, strengthen relations with clients and suppliers.

• • What information should I include in my On Hold Message?

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  You can include institutional information, product and service information, or follow up on an on-going marketing campaign. Don’t forget that your On Hold Message is a reflection of your company, and for many callers it will create the first impression. Our professional service includes the compilation of scripts/texts, choice of voices from professional speakers, royalty free music and the production of your message in a professional sound studio. Digital output gives you a cleaner, more defined sound.
  
  You can still change your messages regularly. Depending on your needs, we can elaborate a contract to include the frequency you will need to change the message for your company. Your messages should be informative and positive to reflect the image of your company.

• • How do I know if my telephone exchange system is compatible with MOH?

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  Most telecommunication systems are compatible with MOH. Our technical department can help you understand what your telephone system is capable of.

• • Who writes the scripts?

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  We have a creative department specifically for the creation of scripts (texts for on hold messages). The scripts are based on the results of a briefing from the customer telling us the key points to be mentioned in the waiting message, or from existing website texts or other relevant written material about the company. Scripts are then sent via email for approval and must be returned, signed and stamped by fax or email.

• • How do I choose the voice?

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  Just enter www.voxmedia.pt and choose the voice that best suits your business message. Male and female, Portuguese and professional native speakers in a number of languages, click one of these professionals to hear them speak. If you are having difficulty in choosing, our Creative Department will help you and advise you in your choice.

• • How do I choose the music?

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  The procedure is the same as the choice of the voice. Just go to our website at www.voxmedia.pt and choose music that suits you. Free from copyright restrictions (royalty free music), you can choose a soft theme or something with a faster jazzier tempo. Everything depends on your business area. Again our Creative Department can assist you in choosing the most appropriate music for your company.

• • How often should we change our messages?

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  Voxmedia recommends that your message is modified every 6 months (2 times per year). However, some companies, depending on the sector of activity, will want change it more often to maximize their marketing objectives.

• • Do you have packages where you can modify the messages?

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  Voxmedia offers several packages that you can choose from, enabling the preparation of messages with new and different information depending on on-going marketing campaigns in your company.

• • Will I own the content and the equipment?

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  Voxmedia offers clients the opportunity to purchase content and equipment. However, there is also the possibility of renting through a service agreement contract between your company and Voxmedia.

• • Will my content be exclusive?

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  Each customer has its own exclusive content, including the scripts. However, the voice and music may not be unique to your company, unless you explicitly want it to be.

• • Can I hear a demo On Hold Message?

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  Absolutely yes. Just browse our webpage www.voxmedia.pt and hear examples of on hold messaging in the Clients Portfolio.

• • What equipment do you provide to pass the On Hold Message?

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  Voxmedia has several hardware solutions for playback of on hold messages. Our consultants are assessing the needs of your company and will suggest the best solution to improve your telephone answering service.

• • How long does it take to get my On Hold Message?

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  From the moment you make your purchase decision, it will take up to 8 working days after approval of script, music and voice by the client, provided the speaker is available.

• • What guarantee is there on the equipment?

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  After purchasing the equipment and your On Hold Message, you will have a guarantee of 24 months.

• • I have another question...

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  We are at your entire disposal for any questions or clarification. Contact us by calling 00351 21 470 2000 or fill out the contact form at www.voxmedia.pt. A consultant will answer all your questions.