Phone System

Choosing the Right Voice for Your Brand

We’re told from a young age that “first impressions are everything”; they’re the ever-lasting picture a new person paints of you from the moment you meet. While we tend to take this with a pinch of salt when socialising with others, the idiom rings all the more true when there are physical barriers in place, such as communicating over the phone.

When it comes to the first impression of your business, the stakes are much higher, as this often determines whether or not a new customer will jump on board with you and what you have to offer. While meeting customers in real life gives you ample opportunity to charm with your smile and warm personality, interacting over the phone is an entirely different story, and it’s the initial aural handshake that truly counts.

This is why choosing the right voice talent for your audio production is so important to your branding and customer reach. If a new customer is calling your company for the first time, it’s imperative they’re greeted with a warm and welcoming audio greeting that perfectly reflects your brand.

If your business is in a delicate industry, such as respite care or a funeral home, your voice talent ought to be soothing, comforting, and informative, rather than energetic and bubbly. On the other side of the coin, a younger voice with bright tones and a vivacious energy will be better suited to a childcare centre or café.

Each of our voice talents offers varying degrees of tone, warmth and personality types, to mirror your company’s image. There’s Candice, whose glowing, cheerful smile can actually be heard down the phone line; Magnus offers a host of character voices; Grayton has an authoritative, deep tone that commands attention; and Annie’s mature voice connects with callers while being helpful and comforting.

The right voice talent for your audio production shouldn’t be so out of line with your brand that it distracts the callers: what your callers should be focusing on is the content of the messages, rather than the voice. If you currently have a welcome message recorded in-house by your nervous receptionist or ambivalent IT guy, then the impression you’re offering isn’t all that strong or professional.

Take a listen below and see what you think. Here’s an average run of the mill in-house welcome example:

 

And here’s something we rustled up with one of our professional voice artists, Adrian:

 

So what do you think? How are you greeting each and every customer and prospect over the phone?

The right voice talent for your brand will not only receive every customer with professionalism, they’ll also get your customers excited about your promotions, keep them informed with vital information, or even calm them down if they’re stressed out.

Think about your company and brand as a person. What are their values? What do they talk about? What do they sound like? Now head over to our massive voice talent library and find the right voice to bring your messages and business to life!

– Cassie

Choose Your Own Adventure

When I was a kid, I read RL Stine’s Give Yourself Goosebumps books. Anyone who was born in the mid 80’s will know what I’m talking about. If you weren’t, these books fell into the ‘choose your own adventure’ category. Fast forward to present day and I’m reminded of these books every time I call my bank – I choose my own adventure and it often turns into a nightmare!

Don't let your IVR become a nightmare for callers.

Don’t let your IVR become a nightmare for callers.

So how do you ensure your phone system’s menu (or Interactive Voice Recording) doesn’t become a nightmare for unsuspecting callers? Keep reading to find out.

Problem #1

The biggest mistake companies make when recording their menu prompts is choosing a staff member to record them. Sure, this is quick and easy – but often times that’s how the recordings sound to incoming callers. What’s more, over time these get rerecorded by other team members and end up a mix-match of varying voices and quality.

Solution?

Have a professional Voice Artist recording your messages. This will ensure you have a consistent sound across all levels of your phone system. A professional Voice Artist will also deliver a pitch perfect, measured read which provides your callers with a clear easy-to-follow menu system.

Problem #2

When a client or potential lead enters your menu system, they’re most likely thinking about several things at once. “What’s for lunch?” “What I’m going to do when I get off the phone” “What time is that meeting?” So when you throw 5 to 7 menu options at them, they get flustered and forget what their options were in the first place! The result? They hang up. *click*

Solution?

Try keeping your menu levels to a maximum of 3 or 4. We also recommend placing the command (Press 4) at the end of the subject (For account payable…) as this helps the caller navigate your menu and reduces caller drop outs. Our copywriters are experts in this field.

That’s just the tip of the iceberg! If you’d like to discover more helpful hints on improving your IVR menus and avoiding IVR nightmares, check out our Call Flow Tips Infographic here.

– Lachy