In order to ensure your MaxContact environment can be built to the specifications you have set out in your Onboarding Document, MaxContact will require the below tasks to be completed before handing access to the environment over. If you have any questions or would like to clarify any of the below, please speak to your Account Manager or Project Manager.
WAV Files
MaxContact will require several WAV files from yourselves that will need to be added to your Environment. Though these will differ depending on your setup, the most common ones are below:
- Inbound IVR Messages – These would be recordings played to your customers when they call into the system. These will differ depending on how you’d like your Inbound IVR to be setup, but some common ones are below:
| IVR Message | Example |
| Welcome Message | “Thank you for calling <business name>…” |
| Main Menu | “To speak to a member of our Sales Team, press 1, to speak to a member of our Accounts team, press 2…” |
| Out of Hours (OOH) Message | “Our offices are currently closed, our opening hours are…” |
- Dropped Call/Outbound Abandoned Call Message – Should an Outbound call be Dropped by the system, Ofcom regulations state that a dropped call message must be played to the customer. This message can contain no marketing content, and must provide a local number for the customer to call back in should the customer want their number removed from the system:
| IVR Message | Example |
| Dropped Call Message | “Hello, you were called today by <business name> with regards to <Reason for call – no marketing>. If you no longer wish to be contacted by us, please call us on <FREEPHONE OR LOCAL RATE NUMBER> to have your details removed from our system.” |
- Answering Machine Message – MaxContact has the ability to detect answering machines, and then leave an automated message on the customers answering machine. An example of this message would be below.
| IVR Message | Example |
| Answer Machine Message | “Hello, you were called today by <customer name> in regards to <reason>. We’ll try you again another time, but if you’d like to speak to us, you can reach us on <inbound number>.” |
- ICE (In Case of Emergency) Message – In an Emergency situation (eg such as your Office has to be evacuated) where users would be unavailable to answer calls, all Inbound calls can be routed through to an Emergency Message. An example of this is below:
IVR Message | Example |
ICE Message | “Thank you for calling <customer name>, unfortunately we are currently experiencing a technical issue preventing us from taking your call. Please call back at a later time, or Press 1, to have your number removed from our system” |
* All recordings should be recorded as wav files, in the format 8kHz, 16 bit mono.
Example Import Files
If you are making outbound calls and plan to import data into the system, MaxContact require a sample csv file, which includes your header row, and a couple of rows of sample data. This will allow us to create an import template for you, and ensure any additional fields are added to the system. Please send this as a separate document.
Example:
Example Export File
If you would like any export files from the MaxContact system (outside of our standard suite of reports) such as an end of day none contact file or Sales extract, please send over an example of this export file as a separate file. If there are any calculations in the export please define how you would like these to be calculated. Also, if you are requesting any specific information, please explain the header.
Example:
* Due to compliance reasons, we are unable to email reports containing personal information. Any exports containing personal information would have to be uploaded to an SFTP.