The way you speak can have a dramatic impact on the way that you are heard. The pitch, pace or volume of your voice can influence your audience to tune in and give you their undivided attention, or, it can force them to completely tune you out. The same is true with the voice on your on hold message. A great voice can be a magnet – holding the attention of your caller while they listen to your on hold message and wait to speak to a representative. However, an unpleasant voice can repeal the caller and make them want to hang up. If they do that, they wont’ hear your on hold message.
Reverting to what I like to call “bobble head mode”, they’ll look at you, smile and even nod in agreement while there minds wander to a much happier place. And you don’t want your customers’ minds wandering while they are listening to your on hold message!
In the video below featuring Julian Treasure, chair of the Sound Agency, a firm that advises worldwide businesses — offices, retailers, hotels — on how to use sound. He identifies a number of habits that can negatively affect how we are heard…while demonstrating tools and exercises that will give you a more powerful and engaging voice.
The voice talents here at On Hold Company use these techniques every day to capture the attention of callers listening to on hold messages. However, these techniques can and should be incorporated into everyday life. Ensuring that your voice is heard loud and clear.