The right tone and tone of voice
Not every business benefits from the same tone. A law firm or a medical practice is best served by conveying a sense of calm, professionalism and reliability. A trendy start-up or a creative agency, on the other hand, might want to sound much more enthusiastic, lively and dynamic. So think carefully about the impression you want to convey when people contact you by phone.
- A warm, deeper voice often immediately inspires trust and puts the caller at ease.
- A fresh, clear voice creates a modern and energetic feel.
- A businesslike, neutral voice works perfectly for purely informative messages.
Clarity and articulation above all
Nothing is more frustrating than a caller who cannot properly understand the options in the menu. A professional voice artist knows exactly how to articulate clearly without sounding unnatural. The pace must be just slow enough to give people time to think about their choice, but fast enough to avoid becoming tedious.
A good voice artist also pays attention to the correct stress patterns. Clear pronunciation is crucial, particularly when it comes to numbers and department names. After all, you want to avoid a customer becoming frustrated because they haven’t understood the instructions properly and end up in the wrong department as a result.
Consistency across all your messages
Your telephone switchboard usually consists of various messages. Think of the welcome message, the hold music, the out-of-hours message and the voicemail during holiday periods. It is incredibly important that all these messages are recorded by exactly the same voice.
This creates a sense of familiarity and reassurance for the caller. If a customer suddenly hears a completely different voice whilst being transferred, it can come across as confusing and unprofessional. So make sure you choose a voice artist who will also be available in the long term for any updates or new menu options.
Language and accent
In Belgium, we have to deal with different languages and sensitivities. Does your company focus exclusively on a local, Flemish target audience? In that case, a voice with a soft, general Belgian Dutch accent is often the best choice. This sounds familiar, reassuring and approachable.
Do you also regularly speak to French- or English-speaking customers on the phone? If so, consider working with professional native speakers for the translations. A French-speaking caller will feel understood much more quickly if the French message is recorded by a native French speaker, without a strong Flemish accent.
