Client: Caremark Prescription Services, San Antonio Texas
Product: Prescription refill IVR
The Challenge: Record and digitize 40,000 voice files in only 60 days
Caremark's new phone-in prescription product allows their customers to refill any prescription over the phone and have it mailed directly to their home. The challenge was the sheer volume of drug names and participating pharmacies that needed to be recorded. There were over 40,000 files: 12,000 names of drugs and 28,000 names of pharmacies. Turnaround time was also tight. The recording and digitizing had to be done in 60 days. Under such a tight deadline, a key concern was speaker consistency and vocal fatigue, which could affect the sound of the application.
In order to meet Caremark's pressing deadline and keep the sound of the application consistent, we used three female voice talents with similar voice quality. To ensure consistency, one of the voices was chosen to record the system prompts. Each talent recorded daily for two hours at a time and engineers were rotated frequently to ensure accuracy and peak concentration. Extra staff were brought on line to digitize each days files as they were recorded. We also provided lots of coffee!
By coming to The Great Voice Company, Caremark received their digitized recordings consistent with all of their quality specifications two weeks ahead of schedule! The Great Voice Company continues to provide Caremark with updates that perfectly match the original application.