“Thank you for calling Revenue Limited, a division of Profit PLC. Your call is important to us. To speak with someone in out sales department, press 1……….”
Hold on a second, aren’t there any other options above 1? Well of course there are, but the fact is that the majority of callers are simply waiting for the first opportunity to press a button. It doesn’t matter if they get through to the wrong department, they just want to speak with a human being rather than a machine.
The trouble there of course is that your sales team are spending a good percentage of time that they could be actually selling stuff on being receptionists. Don’t get me wrong – a good receptionist can be the difference between the success and failure of any given company, but sales people don’t want to be answering calls, they want, in fact they NEED to be making them.
But what has any of this got to do with the humble voice over artist? I’m glad you asked. Well it’s simply because that desire to not listen to a machine is quickly removed if the voice answering the phone is pleasant, professional, and a good reflection of the services that the company has to offer.
All too often, the IVR – that’s interactive voice response – set up on a phone system is thrust into the hands of someone who clams up whenever a microphone or camera is pointed at them. The messages that they recorded will have lots of odd pauses, deep breaths and all the enthusiasm of an avocado.
It just doesn’t work, and yet the solution is obvious. Hire a professional. Have the voice that answers your phone be one that instantly tells the caller that your company values every call and that you’re there to do business.
Many phone systems don’t require the voice artist to be on site. The messages can be recorded from their own studios and then emailed across for your IT Manager or telecoms provider to install them for you.
The same is true for your on hold messages. Have them produced properly, with copyright free background music which does exactly what it is supposed to do – sit in the background. Don’t use soundalike tracks, because all that will happen then is that your caller will spend all their time thinking “I know this one..no don’t tell me…I know it,” and whilst their brains are occupied with that, they won’t be listening to the golden nuggets of information that may well lead to an additional sale for your company.
Make sure as well that your voice over artist understands the limitations of the modern telephone system. When it comes to sound, the system was only ever designed to carry speech, which occurs at certain frequencies. A well produced piece of music and a really booming bass voice will not convert well unless the right EQ is processed. It might sound a little too bright on your computer or music system, but it will sound great when heard over the phone.
Attached is a system that I’ve recently recorded for Senator Pens. They already had a great piece of music on their web videos and asked if I could use it, and I was more than happy to oblige!