advising of monitoring when no IVR

[Waldorf]

Greetings, we are implementing a Quality Monitoring tool and we have a living breathing receptionist. We want to let the clients know that their calls could be monitored but we don't want the receptionist or the reps to have to say this.
How would you handle this--We want the clients to know they could be monitored but don't want to put in an ivr or increase the AHT.
Any suggestions?????

[dpzim]

This can be done a couple of ways.
1 - depending on your phone switch and voicemail system, assuming you have one. You can set up a generic voicemail box with a greeting that includes the monitoring statement and then route to the receptionist from there. This will actually reduce the receptionist's AHT, by eliminating her stating a full blown greeting and the monitoring statement.
2 - If you do not have a voicemail system your phone line carrier may have a system where you can set something up. Most of them do, you can set up a simple cheap IVR. You can have the customer enter a voicemail box, here the greeting with the monitoring statement and even give options, press one for the receptionist, 2 for customer service, etc....all on the phone line carriers line. This will be inexpensive compared to buying your own IVR and also giving the customer the illusion of them calling a large company.
3- there are simple voicemail boxes on the market that you can have answer the incoming line and give the message and transfer right out to who ever. It basically just plays a message like a tape machine.

[Waldorf]

thank you for your ideas and imput--i will run that by the telephony folks and see what they say!!!thank you