What is a recorded line message (RLM)?
Recorded line message (RLM) is a frequently used message that agents can pre-record in their own voice and play during calls to improve efficiency and consistency.
This practice is common in contact centers where agents are required to repeat the same information on each call, like a standard company greeting or a policy advisory.
What are the benefits of a recorded line message?
- Saves time: A contact center saves valuable time by automating redundant tasks, breaking the monotony and refocusing the agent’s skills on more productive and creative tasks instead.
- Promotes consistency: Using a recorded line message ensures that the experience of all the callers is consistent and reduces chances of any human errors.
- Enables customer satisfaction: RLM offers a sense of relief knowing for repeat customers. They’re aware of the formalities and for basic information the entire process of speaking to an agent can be jarring.
- Strengthens credibility: Customer dissatisfaction only increases when their calls aren’t dispatched or they fail to connect with the company. The assurance of connecting every time a customer calls develops trust and strengthens the credibility of the contact center.
- Reduces advertising budget: Since recorded line messages can reach customers easily, adding new services, promoting schemes or offers, is a direct advertising channel and promotes upselling.
- Increases flexibility: Such messages can be turned on or off, or even completely changed whenever the organization pleases. Moreover, they allow the contact center to be accessible at any time.