Voice Recordings for Phone Systems: Which kind do you need?

Voice Recordings for Phone Systems come in two different types:

1. Greetings and Prompts
2. Messages on hold

Which type of voice recordings do you have on your telephone system?  If you’re not sure, you’re probably not getting the results you need.  Find out more now:

Voice Recordings for Phone Systems

Telephone Greetings

Every phone call to your business starts by greeting your caller.  If your office is busy, this might be handed by an “automated” greeting built into the phone (PBX and VoIP systems both offer this feature).  You only get one chance to make a great first impression, so when an important customer calls, or a potential customer, you make a better first impression when you have a greeting that sounds great.

Unfortunately, too many companies don’t plan for these messages, and end up with a greeting recorded by:

• the phone installer (often with an accent)
• your secretary (who really doesn’t want to do it…and you can hear it in her voice)
• How many top pros in your industry have the boss answer the phone?
• a computerized voice. This is probably the worst, but it’s free, right?

There’s a better solution: you can have a professional greeting and well-planned directories and prompts.  Your phone installer probably doesn’t have the time to do this, but we do.  After planning and writing a script, your greeting is recorded with a professional voice over.  Informer Professional Greetings and Auto Attendant prompts have helped companies like Swissair, Paychex, Citibank, and Doubletree Hotels sound more professional.  You can sound just as professional!  Find out about these affordable voice greetings for your phone system.

Messages on hold for your phones

The second voice recording for phone system is a marketing message on hold.  More than half of all business phone callers are placed on hold.  If you’re like me, you may get bored or frustrated, and may hang up. Most callers who do hang up never call again.

Offering your callers interesting information on hold helps.  In fact, a US West study finds that:

Providing information on hold results in a 40% increase in retention of callers on hold… a 15% increase in inquiries… a 12% direct increase in requests for products and services mentioned on hold.

Two ways to write messages on hold

There are two ways to write messages on hold: the right way and the wrong way.  The wrong way…

• uses a “template” and adds your name and products to a generic sounding script
• just wastes your callers’ time with information they’re not interested in, like they
  • that you were founded in 1492
  • that you won the president’s award 432 time
  • that you’re “proud” to represent your distributor
  • that your team is “well trained” and “knowledgeable”
  • that you accept all major credit cards
• starts most messages with your company name, your product name, or “we”
• are filled with clichés like “your call is very important to us,” “we’ll be right with you,” and “higher than normal call volumes.”
• just try to sell, sell, sell. People hate to be sold (but they love to buy)

There’s a better way that helps you sound more professional, and focuses on your customers and their needs.  It provides information that actually helps the customer, and helps the customer make the right choice (choosing you!)

Messages on hold are a marketing investment.  They should have a specific goal, and should be evaluated like every other marketing expense: do they accomplish their goals?

Do you have professionally recorded voice recordings on your phones?  Do they help you and your customers?  Maybe it’s time to take another look.   Contact us for a “First Glance” Analysis: click here for information, or call us right away: In Connecticut call 203-655-3920. In New York call 212-355-6980.  Nationwide call 800-862-8896.

 

 

 

 

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Messages on hold for Dentists help increase consults and patient health

Messages on hold for dentists in Connecticut give you a new way to grow your practice.  Why?  On hold advertising are the marketing messages that your patients…your patients and your future patients…hear, every time they have to wait on hold.  That’s important, because dentists can’t “sell” to their patients, and they don’t want to.  So what can you do to tell patients about the great new services you provide?

Busy dental practices ask their callers to “please hold” 69% of the time (according to AT&T research).  At most practices, callers listen to boring music, or dead silence on hold.  That annoying and a wasted opportunity.  Instead, why not give your callers information that they want, and that you want them to have.

Messages on hold for dentists play a vital role

Your patients look to you for guidance.  When they need treatment you tell them about it.  But what about your newest services…Invisalign, cosmetic dentistry, and implants?  They’re just three of your most “life changing” ways to help your patients.  They’re also  profitable.

Hold advertising starts the right conversations

How do you start conversations with them?  Why not tell them about these and other profitable services that you’ve added to your specialties with marketing messages on hold?  “Tell Your Patient” with messages that are interesting, and lead to questions about the benefits of these treatments.

What would you like to talk with more patients about?

Your practice has so many new treatments that you didn’t have just a few years ago: Bleaching, bonding, veneers, and enamel abrasion…they can put a smile on any patient!

These treatments offer immediate benefits that your patients will welcome.  In many cases, all it takes is starting the right conversation at the right time.

Messages on hold “plant the seed” of helpful conversations at dental offices nationwide.  What do your patients listen to while they’re waiting…bored…on hold?  Why not help enhance their smile and their dental health with helpful information?  They’re already working at practices in Greenwich, Stamford, Norwalk, Bridgeport and Hartford, and a custom message tailored to your practice can be working for you in no time.

Tell us about your practice and about your patients.  Sound more professional  We’ll show you how messages on hold can work for you on every phone call.

Call today: 800-862-8896.  In Connecticut call 203-655-3920.

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Examples of Great Customer Service: Do you provide it?

Examples of Great Customer Service aren’t as easy to find as we’d like.  I’m from New York, so I’m a bit less patient than many of my friends, and a bit more demanding.  That make recognizing “standouts” in providing good service easy.

Forbes Magazine’s consumer advocate has written about the authoritative American Customer Satisfaction Index (ACSI) recognizes the companies that treat their customers best.  You might find some of the names on the list surprising:

1. Chic-fil-A
2. Trader Joe’s
3. Aldi
4. Amazon
5. Lexus
6. Costco Wholesale
7. HEB Grocery
8. Toyota

Top Service across all industries

The top ACSI choices cut across all product categories, from groceries to luxury cars, fast food to internet search engines (can you guess which one that is?).  Great service isn’t just reserved for high priced purchases.  And many rank at the top of Glassdoor’s “best places to work” survey.

You might also be surprised at how good the service is at some “low price” companies: some “discounters” rank well ahead of pricey Apple (#13) and Fedex (#19).

Last week I bought a new iPhone.  It arrived a day before it was scheduled to get here.  But within 6 days, it had “turned itself off” 7 times.  That was really disappointing.  And I anticipated a long difficult process to replace it.

When I finally found the right phone number, the voice at the other end of the line was evidently from an overseas call center.  Was this going to work?

Yes.  It did.  The rep immediately knew my name, my order number and the item I had purchased.  He placed me on “hold” for about 2 minutes, and when he returned he had a resolution: my replacement phone would be sent out within 24 hours.  Without my even asking for it.  That’s customer service.

How do you evaluate the customer service you deliver?

Customer service reps face disappointed, and annoyed customers, all day, every day.  The only thing that can make the phone calls they handle better is a great company behind them.  Great companies make it easy to make the customer happy, by offering things like:

1. First Call Resolution (like I was offered)
2. Customer Waiting Time: 60% of customers feel that being put on hold for even one minute is too long.  If you do place calls on hold, or they wait in a customer service queue, the time seems to go faster if callers are listening to something interesting.
3. Customer Greeting: sound professional.  Sound friendly.  (that’s what I heard)
4. Ability to solve the problem: empowering your Customer Service Reps (CSR’s) to solve the problem is key (like I was offered)

There are plenty of other goals to strive for, but these are good ones to try for.

Examples of Great Customer Service: how do you compare to others in your industry? Or to ACSI leaders?

Hiring enough customer service reps and training them so they can solve problems isn’t cheap.  But customers will consider great service…priceless.

Here’s a simple idea that can help

Here’s an idea that might help: a professional recorded “greeting” at your service center, and interesting messages on hold that make “hold” time more interesting can help.  You can find out more about adding both to your phone system by clicking here, or by calling Informer Messages on hold at 800-862-8896.

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