The Client (Alberta Blue Cross)
Our relationship with Alberta Blue Cross began in 2001, when we provided their message on hold recordings and the hardware needed to play them. As their technology evolved, so did their audio requirements, and Alberta Blue Cross continued to turn to On Air for guidance and support.
The Challenge
As Alberta Blue Cross transitioned to a new VoIP phone system for its call centre, they needed to organize and manage a large library of IVR recordings. With approximately 500 messages required in both English and French, they needed a filing system that would
make it easy for their team to identify, manage, and update recordings as their phone system evolved.
Just as important was finding the right voice. Their callers often needed assistance with important and sometimes sensitive matters, so Alberta Blue Cross wanted a voice that was professional, clear, and compassionate, while providing a reassuring experience as callers navigated the system.
The Solution
Alberta Blue Cross came to On Air for our expertise in managing large-scale IVR recording projects. We helped them develop an organized Excel-based system for cataloguing their hundreds of English and French recordings, making it easier for their team to manage and reference each message.
We also helped them select a voice talent who perfectly matched the tone they wanted for their callers. That same voice talent has continued to record their IVR messaging for more than two decades, creating a consistent and familiar voice across their phone system.
Since the initial project, On Air has continued to provide new and updated recordings as Alberta Blue Cross’s phone system and messaging needs change. We’ve also accommodated time-sensitive requests and quick turnaround requirements when updates needed to be delivered on short notice.
The Result
For more than 20 years, On Air has helped Alberta Blue Cross maintain a professional, consistent, and compassionate caller experience across a complex bilingual IVR system.
By combining organized project management, experienced voice talent, and responsive service, we’ve made it easier for their team to manage hundreds of recordings and keep their phone system current. The continued use of the same voice talent has also provided an important sense of familiarity and continuity for their callers, while our long-standing relationship means Alberta Blue Cross knows they can count on us whenever new recordings are needed.
