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?
Because of the uniqueness of each project we ask that you please contact a Walsh Media Sales Representative at 1.800.359.6158, or, e-mail your contact information and question to info@walshmedia.com and a Sales Representative will respond. 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. We also encourage payments via automatic deposit. To pay with a credit card, please contact Michelle Ennesser at 1.800.359.6158 x309. To set-up electronic payments, please contact Bill Walsh at 1.800.359.6158 x302, 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?
Please call Bill Walsh at 1.800.359.6158 x302, or Michelle Ennesser, x309 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. Choosing a multi-year agreement can mean up to a 20% discount, and protection from price increases! 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?
You can listen to voice talent on-line or on the phone. Click here to link to our Voice Talent page, then select the language and choose Real Media or Windows Media. (Links for downloading that software are provided.)
Or call our Demo Line at 630.575.9696, select option 2 from the main menu and follow the directions to dial by language. 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 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.
Internet: Click on the Music Library link to be taken to the page. You will need either a Real Media or Windows Media player to hear them, and we provide links for downloading that software.
Phone: Call into our Demo Line at 630.575.9696, select option 3 from the main menu and follow the directions to hear all of the styles we offer. Topˆ
What languages can you record?
Walsh Media offers languages from around the world. Most commonly requested are American English, Mexican Spanish and French Canadian. We also offer English voices for Great Britain and Australia, Spanish voices from all over South America, and talent from across Europe and China. Please click here to visit our Voice Talent page to hear our latest offerings. If a language that you are looking for is not listed, ask your Sales Representative or Project Manager for assistance. We'll do our best to meet your language needs. Topˆ
I’d like to be considered as a voice talent – what do I do?
At Walsh Media, we look for the following qualities in voice talent: professionalism; experience; versatility; the ability to take direction-and do so gracefully; and above all reliability. If you are completely fluent in English, or any other language, we'd love to hear from you. We make every effort to keep our current talent working as regularly as possible. For this reason, we hire on an as-needed basis...as demand dictates. We also prefer that the talent be able to record at our studios just outside Chicago. For consideration as a Walsh Media Voice Talent, send your Tape and Resume to:
Barb Lyon
Walsh Media
2100 Clearwater Drive, Suite 201
Oak Brook, IL 60523
You will be notified that your package was received, and when we are ready to hire, we will contact the candidates that best suit our needs at that time. Topˆ
What should I consider when choosing a voice?
It's important to focus on what is right for your company, not your personal preferences. When choosing a Voice Talent, keep in mind the nature of your business, the callers, long-term marketing efforts, as well as your company's branding. Your Project Manager 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.
Need it 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 alternative voice. Just ask, and your Project Manager will determine if resources are available for faster turnaround. There is an additional 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. 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)
- 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 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
- Messenger
- 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 talent. Talent call a predetermined and prerecorded number to hear these instructions. For complex or lengthy pronunciations, project managers may ask the customers to record the pronunciations (via a voice mailbox). Topˆ
What topics should I include in my 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, but your Project Manager can help you create a useful 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 production, just contact your Project Manager. Topˆ
Other Questions
What platforms do you support?
The species of audio file we cannot make has yet to be discovered. Typically, we provide files for: .wav applications, Intervoice, Periphonics, Natural Microsystems, Dialogic, Voicetek Generations, Directalk, Conversant, Vista and many, many more. Part of our pre-production process is to determine just the right audio file type and volume. Topˆ
I received your formatted script and I'm ready to approve-now what?
Please print the first page of the script, review the bottom portion, indicate voice talent (if necessary), sign and date it, and fax it to 630.574.9454. Your Project Manager will contact you to confirm receipt, review any last questions, and let you know when to 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 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. 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 Holiday Music Only productions 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 a fax from your Project Manager every autumn outlining your holiday options. Ho ho ho! Topˆ
Should I use Walsh Media’s translation services?
It depends. Do you have a reliable and knowledgeable translation resource in place? Does your translator understand caller demographics and dialect? And does your translator understand telcom in general, and the idiosyncrasies of IVR in particular? If you answered a solid yes to these questions, then your current translation resource is probably qualified. If you answered no or maybe, then consider using Walsh Media's translation services. Translation 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 translation. Topˆ
How do I get a copy of my current script?
Well, if you know the secret password... Just contact your Project Manager and she'll 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 best practices into account. 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
