When customers are unable to find a resolution online or face complex issues, they often turn to phone calls for human engagement and reassurance. Creating a positive caller experience is crucial during these interactions, as it may be the only opportunity for human-to-human connection. To achieve this, careful consideration should be given to the voices and music used in the caller’s journey. This article provides valuable tips for selecting the appropriate voice artists and music to create an exceptional caller experience, thereby improving customer satisfaction.
Importance of Voice Artists
When choosing voice artists for your phone system, it is essential to prioritise qualities that resonate with your customers. Consider the following factors:
Conversational Language: Opt for voice artists who speak naturally, reflecting everyday conversations.
Profile and Brand Alignment: Ensure that the voice artist’s traits align with your brand image and resonate with your target audience.
Regional Preference: For local businesses catering to a specific area, selecting a voice artist with a local accent can help establish a sense of familiarity and connection.
Regardless of industry or brand, certain traits are universally important:
To prevent monotony and maintain caller interest, voice artists should demonstrate adaptability and versatility. They should understand the context of each message and record it with an appropriate tone. For instance, comfort messages should be empathetic and varied to avoid the perception of an impersonal automated system.
Utilising Multiple Voices
While having an anchor voice to guide callers through the IVR system is recommended, incorporating a secondary voice in the queue space offers benefits. Introducing diversity and widening the demographic appeal through multiple voices increases caller engagement. By doing so, you enhance the overall caller experience and prevent boredom or disinterest that can arise from hearing a single voice repeatedly.
Choosing the Right Music
Selecting the appropriate music is equally vital in creating a positive caller experience. Consider the following factors when making your choices:
- Purpose: Determine the specific usage of the music, such as sales, customer service, or reporting a repair.
- Caller’s State of Mind: Consider the likely emotional state of the caller and choose music that complements their mood or helps improve it.
- Reason for Calling: Understand the purpose of the call and align the music accordingly.
Average Wait Time: Take into account the typical wait time for the specific line and adjust the music to match.
Music has a profound impact on emotions and energy levels. Just as different exercise classes require specific types of music, your chosen music should be suitable for the caller’s state of mind and the duration of the call. Begin with upbeat tracks to create a positive atmosphere, gradually transitioning to more calming music as the wait time increases. Utilising a variety of tracks helps maintain caller engagement throughout longer calls.
Achieving an Exceptional Caller Experience
To ensure a truly exceptional caller experience, careful consideration of all the factors mentioned above is crucial. Failing to choose the right voices and music can lead to customer dissatisfaction and potential loss of valuable clientele. Conversely, getting it right can transform the caller experience, fostering stronger customer loyalty and positive brand perception.
Improving caller experience through the selection of appropriate voices and music is a vital aspect of customer service. By prioritising relatability, adaptability, and versatility in voice artists, you can engage callers on a human level. Introducing multiple voices adds diversity and broadens demographic appeal. Similarly, choosing the right music based on the caller’s state of mind and average wait time creates a positive and engaging atmosphere. By investing in these elements, businesses can cultivate a superior caller experience, leading to increased customer satisfaction and improved overall outcomes.