IVR is short for Interactive Voice Response, an automated system that uses a touch response telephone to direct your call. You will have one of these if you have multiple departments with lots of incoming calls.
60% of callers put on a silent on-hold hang up within 40 seconds and callers put on-hold with information and music will stay about 3 minutes longer.
55% of communication is lost over the phone (body language), leaving us with 38% through tone of voice and just 7% through words.
As you can see from the statistics, giving the wrong message in the wrong tone could actually damage your sales and your reputation.
Many companies spend time and money on their visual branding (logo and leaflets) but neglect their telephone audio. “Your sonic branding is as important as your visual branding!”
This article looks at some of the common mistakes made with IVR and on-hold marketing. It also outlines some good techniques to use.
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The Question…
Hello Mr. Pritchard,
I read your article on Music Licensing in the latest issue of the Galaris newsletter. My concern is, I am a songwriter/publisher member with BMI. I’ve had several of my mp3 music tracks performed or featured on various podcast productions but I haven’t seen any royalty payments from those performances. All of the songs featured or performed are registered with BMI. I appreciate the exposure but should BMI send me a royalty check for those performance of my music? What am I’m doing wrong? I look forward to your reply.
Thanks
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Lee Pritchard’s Answer…
Hi Gregory
Thank you for your question.
The BMI Internet Music license covers usage of any BMI music in podcasts. Once the podcaster has a license BMI request music usage reports identifying all of the music works used. As I understand it, it is not clear how royalties are calculated and paid out to BMI songwriter / publisher members.
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