Have you gone shopping during peak seasons? Isn’t it annoying to have to wait for your turn to get to the cashier? Calling a customer service hotline will give you the same experience. You have to wait in queue only to be told by the customer service agent that he needs to put you on hold while trying to find the information you need. But did you know that there are customers who are willing to listen to voice over scripts because of the way these were produced? Do you want to know the secret to keep them happy while your representative tries to resolve their problems? Here’s how you can have the best voice over scripts that will help keep them be happy while they wait.
Appreciation for Their Patience
For voice over scripts, you have the option to either start this with an apology for the inconvenience or a word of thanks for their patience. The latter is preferred because the apologies could already have been made by the agent when the customer called. Redundancy can become annoying and will only aggravate the negative emotions of the caller. Words of appreciation on the other hand translates to you being able to understand what they are going through at the moment. Couple this with an assurance that the customer service agent will surely get back after a few moments. This will appease the caller while the service agent is busy trying to find a solution to the customer’s concern.
Desirable Recordings With Entertainment Factor
After the brief apology, you can now proceed to play recordings of your company’s promotional materials. This can be used to supplement currently existing marketing efforts such as online advertising and paid traditional advertising. Some businesses have reported that some of their callers asked to be specifically put on hold to listen to these recordings. Why? People like the idea of being updated with your latest products or services. Have you noticed how people come flooding into stores that advertise the word “discount” on their display windows? The same is also true when it comes to voice overs. Promotions like slashed prices and freebies have the ability to keep a person distracted from his current dilemma.
Fluidity of Materials Being Presented
The desirability of the promotions being presented will not do all the tricks in the book. You have to present this in a way so that there is no awkward moment for the listener. Fluidity of voice over recordings is key to help callers not take note of the time. Study your pool of materials. Consider this as telling a story to a child. Just like a story, you should be able to take your listener to different peaks or lows. Since people tend to do something based on emotions, you should be able to play these up or play these low when needed. Now, designate which of the voice over messages should be considered the attention grabber, the filler, or climax and come up with a promotional story.
Highly Capable Agent
Voice over recording can only do so much. The overall experience of the customers will still be determined on the ability of the customer service agent to handle calls. Things like being able to check back on the caller, having the right attitude and finding the right solution to customer problems should always be kept a priority.
