FAQs
1. Pricing/Billing Questions
2. Voice Talent/Music Questions
3. Production Questions
4. Other Questions
Pricing/Billing Questions
What are the prices for your products and services?
Your application is like no other. Please contact a Walsh Media Sales Representative at 1-800-359-6158, or e-mail your contact information and inquiry to info@walshmedia.com and a Sales Representative will respond to you promptly. Topˆ
What’s your expedite policy?
Standard turnaround times are five (5) full business days after receipt of signature-approved script. Expedite service is available upon request. Please consult your Walsh Media Representative or Project Manager if you would like to expedite your project.
* - standard turnaround time frame based on an “average length” project. Please consult with your Walsh Media Sales Representative or Project Manager on any larger-sized projects you wish to have recorded. Topˆ
Will you e-mail an invoice?
Yes. Please send an email to invoices@walshmedia.com with the name and email address of the person or department to which you want the invoice sent. Topˆ
Do you accept Credit Cards?
Walsh Media, Inc. accepts Visa, MasterCard and American Express. To pay with a credit card, please contact Michelle Ennesser at 1-800-359-6158 x 309. We also accept electronic payments. If that’s your preference, please contact Bill Walsh at 1-800-359-6158 or bill@walshmedia.com. To help us reconcile our records, please fax confirmation of an automatic deposit to 630-574-9454. Topˆ
How do I get a copy of an invoice?
Simply ask. Please call Bill Walsh or Michelle Ennesser at 1-800-359-6158. Topˆ
What are the benefits of signing a multi-year Message on Hold agreement?
The two- and three-year agreements are generally more cost effective than the Standard Annual Agreement, saving up to 20% and providing protection from yearly price increases! Ask a Walsh Media Sales Representative for additional details. The standard one year Agreement automatically renews year-to-year and is subject to a price increase in the new contract year. By signing a multi-year Agreement (up to three years) the current pricing for the services purchased will not increase throughout the duration of that multi-year Agreement. Restrictions may apply, please contact a Walsh Media Sales Representative for details. Topˆ
Voice Talent/Music Questions
How do I listen to voices?
We’re always happy to make recommendations as to which professional voice actor will best suit your needs. But, if you’d like to start the process yourself, the easiest way to review voices is online! Click here to link to our Voice Talent Page, then select the voice talent attributes you’re looking for. You’ll hear different reads from your matches, and can save your preferred talent in the Green Room for a second listen later.
If it’s more convenient for you, call our Demo Line at 630-575-9696, select option 2 from the main menu and follow the directions to dial by language. Regardless of which option you use, it's a good idea to speak with your Sales Representative or Project Manager prior to finalizing your voice selections(s). Topˆ
How do I pick music?
We offer licensed music for your marketing on hold in styles ranging from Contemporary Jazz to Country, and World Beat to Patriotic. Samples from our music library are available on-line and over the phone. From our web site, click here to listen to music styles now. Or if you prefer, call into our Demo Line at 630-575-9696, select option 3 from the main menu and follow the directions to hear selections of corporate message on hold music we have to offer. Topˆ
I’m having trouble hearing your audio samples. What can I do?
If you already have Windows Media or Real Media on your computer, you're set to listen to the styles we have to offer ~ just click on the category and select the desired format. Or, to download Real's media player, click www.real.com. For the Windows Media player, click www.microsoft.com. Or, you can hear music samples by dialing 630-575-9696.
What languages can you record?
Walsh Media offers worldwide localization services from translation to voice over. Most commonly requested are North American English, Neutral/North American and Latin American Spanish and French Canadian. We also offer UK English voice actors, talent from across Europe, China and the Mid East. Please click here to visit our Voice Talent page to hear our latest offerings. If you’re not hearing the right talent for you, simply ask. Your Sales Representative, Project Manager and the Director of Audio Services will be happy to search out the voice that shapes the way the world hears you. Topˆ
I’d like to be considered as a voice talent – what do I do?
We seek voice over talent that exhibit the following qualities: professionalism; experience; versatility; the ability to take direction-and do so gracefully; and above all reliability. We make every effort to keep the voice actors currently on our roster working as regularly as possible. For this reason, we hire on an as-needed basis. Any perspective voice talent must either have their own studio with phone patch (and preferably ISDN), be able to get to such a studio, or record at our studios just outside Chicago. For consideration as a Walsh Media Voice Talent, send your demo and Resume to:
Barb Lyon
Director of Audio Services
Walsh Media
2100 Clearwater Drive, Suite 201
Oak Brook, IL 60523
Barb@WalshMedia.com
As we are ready to hire, we will contact the candidates that best suit our needs. Topˆ
What should I consider when choosing a voice?
You may want the world to see you as an intellectual, an approachable best friend, or even a rock star. What’s important here is that you focus on what’s right for your company. When choosing a professional Voice Talent Actor, keep in mind the nature of your business, your callers and their needs, and your corporate brand. Your Project Manager, Sales Representative and the Director of Audio Services would be happy to make recommendations as to which talent will best help you fulfill your goals. Topˆ
Production Questions
What are your turn-around times?(Can I get it faster?)
Your Project Manager will typically respond to this question with another question, "When do you need your project"? We'll do our best to provide a quality product as quickly as possible.
If you're not in a rush, upon receipt of your initial request, Walsh Media allows five business days to generate a formatted script. After your project manager receives the finalized, signature-approved script, we allow five business days for the recording and production of most projects. For larger projects (e.g. more than 750 IVR phrases), longer turn around times may be necessary.
But, what happens when you need your formatted prompts now -- right now? While expedited service is not always available, usually we can accommodate your request, especially if you're willing to use a temporary alternate voice. Just ask, and your Project Manager will work with our team to determine if the necessary resources are available for faster turn-around. There is an expedite charge ~ a percentage of the total project based on how quickly the project can be delivered. Topˆ
What do you mean by ‘formatted script’ – isn’t that the same as script consulting?
The difference between formatted script and our script consulting service is that the formatting must be done while script consulting is a service we offer.
The main goal of formatted script is to answer as many project questions as possible before your project is recorded and produced. 'Formatting' includes using our "Standard Practices Template." For a sample of the template, just ask your Project Manager. Please note, NOTHING is modified without your approval - even the smallest changes are brought to your attention.
- The script is made Voice Talent friendly
(Times New Roman font, 14-point, double spaced, no all-caps) - An accurate count of the audio files to be recorded is established
- The audio file type and audio file names (or auto attendant/voice mailboxes) are made clear
- The punctuation indicates the correct inflection
- Pronunciations are clarified
- Contextual questions are answered
- Odd wording or seeming typos are reviewed and revised as necessary
Script consulting goes further. In addition to the steps above, your project manager will discuss your project goals and learn more about the IVR or Speech Rec system for which Walsh Media is recording. Then we'll use best practices to address not only script content, but if available and requested, call flow. Topˆ
I have phrases I need recorded, what do I do?
If your company has used Walsh Media's services in the past, contact your Project Manager. If you're considering using our services for the first time, please contact a Sales Representative at 1-800-359-6158, or send your contact information and request to info@walshmedia.com. And thank you for choosing Walsh Media! Topˆ
How will my project be shipped?
Depending on the format of the final audio product...
- FTP
- FedEx
- Carrier Pigeon
- UPS
- USPS
- Remote implementation
Okay, we don't ship via carrier pigeon because the cost is prohibitive, but all other methods are doable. FTP, e-mail and USPS first class mail are free; there's a charge for FedEx, UPS, Messenger and Remote Implementation. Your Project Manager will ask and/or answer this question during the script formatting process. Topˆ
What is the pronunciation line?
The Pronunciation Line is a communication tool the Project Managers use to provide important pronunciation and delivery instructions to the Audio Services team, and our voice talent. At the time of the session, the Recording Engineer and Voice Actor call a predetermined and prerecorded number to hear instructions, pronunciations and recording requirements specific to your project. For complex or lengthy pronunciations, project managers may ask the customers to record the pronunciations (via a voice mailbox) just to make sure they’re right the first time. Topˆ
What topics should I include in my Business Message on Hold?
It depends on the information you want to convey to your callers. Take some time to consider the following...
- Caller demographics
- How long your callers are in queue
- How often callers contact your company
- Frequently asked questions and answers
- Current marketing campaigns
- The frequency with which you'll change the production and the length of the production
- Goals you want to achieve in your company's on-hold environment
Then consider the style you want to use with the production itself--informative, marketing, entertaining -- the possibilities are nearly endless. Your Project Manager can help you create a creative and targeted tool with the Right Message on Hold. Topˆ
When will I be contacted to do my Message on Hold productions?
Your Project Manager will contact you within two business days of receipt of your contract, and periodically throughout the contract year, depending on the number of productions ordered. Anytime you want to get started on a new custom Message on Hold production, just contact your Project Manager. Topˆ
Other Questions
What platforms do you support?
Whether you’re looking for a PCM .wav file an mp3, or a platform-specific file for Intervoice, AVAYA, Genesys, Voice Genie, Natural Microsystems, Dialogic, Voicetek Generations, Directalk, Conversant, Vista applications or any other, we can fulfill your needs. We can even support your Periphonics applications. Part of our pre-production process is to determine not just your audio file format needs, but the volume at which you prefer them. Topˆ
I received your formatted script and I'm ready to approve-now what?
Please print the first page of your formatted the script, review the bottom portion, indicate your voice talent preferences (if necessary), sign and date it, and email or fax it to your Project Manager. Our fax number is 630-574-9454. Your Project Manager will contact you to confirm receipt, review any remaining questions, and let you know when you can expect the completed project. Topˆ
What is your address?
Walsh Media, Inc.
2100 Clearwater Dr., Ste. 201
Oak Brook, IL 60523 Topˆ
Do you offer audio for the web?
Yes. For more information, please contact a Sales Representative, or send your contact information and request to info@walshmedia.com. Topˆ
Why do I need music licensing?
Music playing to callers in queue (on hold) is considered a public performance, so that music is subject to copyright law. Musicians, composers, and performers are always associated with licensing organizations such as ASCAP (American Society of Composers, Authors and Publishers) or BMI (Broadcast Music Industries). Performances of copyrighted music without permission of one of these associations may lead to a lawsuit in Federal Court (with damages ranging from $250 to $10,000 for each song infringed!) Yikes.
With music from the Walsh Media Library, you never have to worry about copyright infringement, and as long as you have a current contract through us, that music will be licensed under our current agreement with the music association. And, our library is a licensed library, not a buy-out. Why's that better? Our selections are continually updated for a current sound, not a left over buy-out library from 1973. Topˆ
What's a holiday production? And can I get one?
A holiday production is a Message on Hold production, usually featuring holiday courtesies and music. (Walsh Media offers Music Only productions for The Holidays as well.) And you can order your choice of either. Ask your Sales Representative about the various options and associated pricing, and add your holiday production onto your annual Message on Hold contract. You will receive an email or fax from your Project Manager every autumn outlining your holiday options. View details about our Holiday Program by clicking here. Topˆ
Should I use Walsh Media’s translation services?
It depends. Do you have a reliable and knowledgeable resource in place? Does your translator understand caller demographics and dialect? Do they understand how telecom call center applications work, the idiosyncrasies of recording for IVR and speech rec applications in particular, and the programming changes that will be necessary when moving from one language to another? If you answered a solid “yes” to these questions, then your current translation resource is probably qualified. If you answered “no”, “maybe”, or “I have no idea”, then consider using Walsh Media's translation and localization services. Call center localization is a sensitive and complex issue for which there is no simple answer. We highly recommend you speak with your Project Manager before proceeding with a project requiring these skills. Topˆ
How do I get a copy of my current script?
Well, if you know the secret password... Just contact your Project Manager and he or she will be happy to e-mail or fax your current script (even without a password). Topˆ
What is script consulting?
Script consulting through Walsh Media will provide you with suggested scripting, taking all of our experience and best practices into account, as well as your corporate branding efforts. Your Project Manager will review your script and make sure terminology and wording are consistent, and pose questions/provide comments to make your application sound its best. Topˆ
Do you still have my files?
Walsh Media maintains an electronic, paper and audio archive of each project for one year at no charge.
There may be a chance projects older than one year are still available. There is a fee to have a project un-archived. Please contact your Project Manager with any questions about this process. Topˆ
