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  1. get-the-perfect-on-hold-message-v1

    According to a survey of more than 2,000 UK consumers, 68% of customers are on hold for longer than one minute and 73% would rather hear something other than beeps or a catchy jingle. So that leaves us with every business’s often forgotten secret tool— the on-hold message!

    We can all appreciate that customers would rather not be on-hold, but by making your message helpful you can improve your on-hold customer experiences and even inform and promote your business at the same time. All it takes is a simple script and the right voice to connect and resonate with your audience. Here’s how to get started.

    Identify your main message

    Firstly you might want to think about why your customers are calling. Are there any regular questions your customers ask that you could provide the answer to in an on-hold message? Are you running a special promotion that might create interest and sales?

    By starting with your overall goal you can create good quality on-hold messaging that will help keep your customers happy whilst promoting business.

    Prepare a script

    You don’t want your on-hold message to lack information or sound rushed—so winging the recording probably isn’t the best idea. Instead, once you have a list of the main points you want to address in your message, start to formulate a cohesive and concise script.

    Here are some examples of points you may want to address in your on-hold messaging

    Greet—Think of the full customer calling experience. Introduce your company when callers reach your on-hold message so that they know they have reached the right line.

                Example: “Thank you for calling AB Construction Ltd., our representatives will be with      you shortly”

    Assist—Often customers are calling because they can’t find the information they require elsewhere.  If you are aware of any frequently asked questions then you can address them in your on-hold message or direct them towards the answer. This will help to improve customer satisfaction.

                Example: “Our business hours are Monday through Friday, 9 am to 6 pm”

                “For service rates or to receive a quote, please visit our website ABConstruction.com”

    Promote—Once you have introduced your company, you can deliver promotional content that may be of interest to your customers. You can increase revenue through your on-hold messages by sharing information on current sales or promotions.

                Example: “For a limited time, we are offering a 15% discount to all customers who            schedule building or renovation work throughout June”

    Educate—While you have your customer’s attention, it is a great time to make them aware of other services you offer. Keep it light but helpful to show that you are a company that cares.

                Example: “Did you know we offer more than renovation and extension work? At AB          Construction we offer everything from new build construction to minor alterations, loft     conversions and even paving and servicing of patios and driveways. We’re always on hand to help you achieve the home you’ve always dreamed of.”

    Find the voice

    Lastly, you should think about giving your on-hold message the right voice. Many of your customers will be engaged with your on-hold message so the voice on the other end needs to represent your brand.

    In the UK, there has been an increasing trend for businesses to use regional accents and dialect in their on-hold marketing to best reflect their perceived values. Rather than selecting a neutral voice, companies may instead choose to deploy the regional accent which best resonates with their predominant audience. 

    Whichever style of voice you choose, your message should sound natural.  Remember it is spoken script, so try to write out the script the way you would talk.  Don’t overthink it. Be conversational and upbeat, and read it out loud to peers and colleagues to ensure it reads clearly and conveys the right message.

  2. british voice

    As an experienced female voice over talent, I have spent many wonderful years working alongside many creative and magical clients, colleagues and peers in the voice over community, so I know that when it comes to finding a voiceover, there’s quite a pool of fellow creatives out there to choose from. But, being a sound engineer and an audio director—as well as being a voiceover—I know how very important it is to choose the right talent for the job.

    Voice talents give your company it’s sound. The right voice engages your audience and creates a long-lasting, positive link between your customers and your brand. That’s why it’s essential you use the most appropriate voice over talent right from the off.

    Here are a few tips on how to find the right British female voice over talent for your projects

    1. Match your voice over with your brand
    Think about the company’s brand and the social impact your products/services have on the audience. For example, if you are creating a training video for medical equipment or software then you’ll want to project an image of confidence, efficiency and compassion. However, if you are creating an advertisement for a household cleaning product then you’ll probably want to portray energy, positivity and friendliness. Before your search begins, think about how you want the voice of your company to come across.

    2. Listen to voice reels or examples of previous work
    An experienced VO should be able to send you example reels. It can be good to see if their previous work matches with your target demographic- that way you know you’re on the right lines and the voice could work well with your brand.

    voice-reels

    3. Ask for a demo and test with your target audience
    Once you have made a pre-selection and have the demo reels, it can be a good idea to see how the voice resonates with your audience. If your target market is females aged 25-50 then a voice that fits this description is likely to have the most credibility.

    4. Think about longevity

    When you’re making your selection think about choosing a voice over who can represent your brand in the long run. Chopping and changing the voice over for each new video makes your brand incoherent, so perhaps choose a VO talent that is versatile to suit your future projects.

    My process of helping clients find and create fantastic audio

    As a British female voice over talent, sound engineer and audio director, I have worked with many local, regional, national and international clients, producing great audio content for a range of productions covering corporate videos, adverts, IVR messages and just about everything in-between.

    Check out my latest Corporate video voice-over created for SEEQA and their travel app:

    seeqa

    Here’s how I work with clients to understand their needs and produce magical audio content.

    1. To begin with, I offer a free consultation to understand the clients’ needs, which includes;
                i) ensuring my voice is an appropriate match to the client’s brand or service.
                ii) reviewing content and providing basic pointers—After spending my formative    years writing copy for L’Oreal, and now working as an audio director, I have many      year’s experience creating and editing interesting, engaging content.
                iii) I will provide basic demos to help the client with their selection process
                iv) and give advice and direction where needed

    2. Once my clients are happy with their final decision, 2-3 draft versions will be recorded and sent to the client for review.

    3. After the drafts are confirmed, a final version is recorded, edited and sent over in a preferred format.