Marketing is important for any business. Selling your services and products drives client growth. Have you considered passive marketing through phone voice overs? Turning hold time into sell time is a powerful way to share information about your business and minimize customer frustration as they wait to be connected to an agent. No one enjoys sitting in the uncertainty of silence or listening to painful high-frequency-laden music. “Thank you for continuing to wait” becomes annoying if stated too often so why not fill the time with information on your services, facts about your company, and helpful wisdom.
On-hold marketing is a twenty-four/seven method of reaching clients in a big way. It’s cheaper, passive, and can be easily updated. Your MARKETING SCRIPTS, phone tree, and on hold functions all come together to form an extension of your BRAND AND SALES/customer service strategies. Sound Results On Hold upholds the use of IVR systems and auto attendants; sixty percent of callers remain on the line longer while listening to promotional spots about a company. Up to twenty percent of callers buy something they have learned about while on hold. Don’t pass up the opportunity to create custom messages discussing your products and deals. Hang-ups should be avoided since most first-time customers do not call back if they put down their phone while waiting to speak with an agent.
Interactive voice response is crucial to businesses that have large customer service divisions; an extensive phone tree eliminates the time a human must spend collecting basic information from a caller. Voice over talent can fill in this gap by recording friendly messages meant to gather basics such as: “Let’s get some essentials on you before I connect you to an agent.” “What’s your name?” “I see based on your phone number that you are a customer of ours. What can I help you with today? You can say… I want to pay a bill, what’s my account balance, I have an issue with my order, I didn’t receive my order, or something else.” These messages will connect your caller to the correct customer service department where they can receive prompt service and speak to the appropriate customer service representative.
It’s important to put the right voice to your company’s on-hold system. As a voice over talent, I look for the story in a script then bring it to the ear. When recording for telephone systems, I keep in mind that the delivery should be soothing, firm and convincing. I like to know what your business’s values are and how your customer service reps and sales team interact with clients. My delivery reflects your business because I am the first impression caller’s get of your company. My ability to switch tones comes in handy for different parts of the phone tree; a conversational tone is best for marketing messages while a precise neutral tone works for extension/directory instructions. Your on-hold content must be understood by all of your customers which is why my clear diction and neutral accent will fit the bill. Sometimes local dialects are useful when you are marketing to clients in your area; they will connect on a personal level right away if the voice sounds like a nearby friend or coworker. my ability to swiftly learn dialects and accents allows me to bring the right sound to your messages. My goal is to build trust and manage your callers’ expectations. Think of some adjectives that explain the kind of tone, disposition, and attitude given by your voice over talent. When we discuss the story of your business; your values and direction will give me a clear idea of the sound of your on-hold messaging system.
A powerful script can go the distance to grow your client base. Timing is everything. If clients are waiting on hold for up to three minutes, you should have at least two courtesy messages and two marketing messages. For any hold times beyond five minutes, you should have four marketing and four courtesy messages. Each message should not exceed thirty seconds. I can help you with this part of the process; my radio communications background provides me with a strong understanding of writing ad content for the ear. I wrote promos for a radio station suiting all occasions for half a decade. I can support you in crafting fresh material for each season, the holidays, and general use on your phone systems.
There are several points to consider when constructing a script for your brand. I will use direct language to build a significant connection with callers. Each voice prompt will do something particular to help efficiently move the client through your phone system tree. If you have seasonal tasks or are in the process of growing as a company, your script might need to change at times; I will keep it flexible and leave room for adjustment. In short, I will ensure that Your telephone system Mirrors Your Brand.