{"id":7568,"date":"2022-06-09T10:43:10","date_gmt":"2022-06-09T18:43:10","guid":{"rendered":"https:\/\/kabirsvoice.com\/?p=7568"},"modified":"2022-06-09T10:43:10","modified_gmt":"2022-06-09T18:43:10","slug":"why-a-good-ivr-voice-is-important","status":"publish","type":"post","link":"https:\/\/s046.wptstaging.space\/kabirsvoice\/blog\/why-a-good-ivr-voice-is-important\/","title":{"rendered":"Why a Good IVR Voice is So Important","gt_translate_keys":[{"key":"rendered","format":"text"}]},"content":{"rendered":"\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-957k4n-90464e958dadf09226cbab0cbc5cfc3a\">\n.flex_column.av-957k4n-90464e958dadf09226cbab0cbc5cfc3a{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-957k4n-90464e958dadf09226cbab0cbc5cfc3a av_one_full  avia-builder-el-0  el_before_av_one_full  avia-builder-el-first  first flex_column_div av-zero-column-padding  '     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-kkznvevc-6f2ac1af86f8d0dda2dac8c3c77dc109\">\n#top .av_textblock_section.av-kkznvevc-6f2ac1af86f8d0dda2dac8c3c77dc109 .avia_textblock{\ncolor:#089999;\n}\n<\/style>\n<section  class='av_textblock_section av-kkznvevc-6f2ac1af86f8d0dda2dac8c3c77dc109 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><h1 style=\"color: #089999;\">Why a Good IVR Voice is So Important<\/h1>\n<\/div><\/section><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-4chhtj-19fdc32024e2f7691730a15f276b764f\">\n.flex_column.av-4chhtj-19fdc32024e2f7691730a15f276b764f{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-4chhtj-19fdc32024e2f7691730a15f276b764f av_one_full  avia-builder-el-2  el_after_av_one_full  el_before_av_two_third  first flex_column_div av-zero-column-padding  column-top-margin'     ><section  class='av_textblock_section av-kkznvevc-2-1d01bdd0264a36a0e7a93837acbf6922 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p style=\"text-align: center;\"><iframe loading=\"lazy\" src=\"https:\/\/player.vimeo.com\/video\/714330336?h=7cd8629593\" width=\"640\" height=\"360\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe><\/p>\n<\/div><\/section><\/div><div  class='flex_column av-63vbts-31d04832bd6abe537093e1ec584c2405 av_two_third  avia-builder-el-4  el_after_av_one_full  el_before_av_one_third  first flex_column_div  column-top-margin'     ><section  class='av_textblock_section av-l44niox0-aa2f3e0ec29c4cb71eecbeb5f49f0172 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><div class=\"sfsi_widget sfsi_shortcode_container\"><div class=\"norm_row sfsi_wDiv \"  style=\"width:225px;text-align:center;\"><div style='width:40px; 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height:40px;margin-left:5px;margin-bottom:5px; ' class='sfsi_wicons shuffeldiv ' ><div class='inerCnt'><a class=' sficn' data-effect='' target='_blank'  href='' id='sfsiid_linkedin_icon' style='width:40px;height:40px;opacity:1;'  ><img data-pin-nopin='true' alt='LinkedIn' title='LinkedIn' src='https:\/\/s046.wptstaging.space\/kabirsvoice\/wp-content\/plugins\/ultimate-social-media-icons\/images\/icons_theme\/default\/default_linkedin.png' width='40' height='40' style='' class='sfcm sfsi_wicon ' data-effect=''   \/><\/a><div class=\"sfsi_tool_tip_2 linkedin_tool_bdr sfsiTlleft\" style=\"opacity:0;z-index:-1;\" id=\"sfsiid_linkedin\"><span class=\"bot_arow bot_linkedin_arow\"><\/span><div class=\"sfsi_inside\"><div  class='icon2'><a target='_blank' href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https%3A%2F%2Fs046.wptstaging.space%2Fkabirsvoice%2Fwp-json%2Fwp%2Fv2%2Fposts%2F7568\"><img decoding=\"async\" class=\"sfsi_wicon\" data-pin-nopin= true alt=\"Share\" title=\"Share\" src=\"https:\/\/s046.wptstaging.space\/kabirsvoice\/wp-content\/plugins\/ultimate-social-media-icons\/images\/share_icons\/Linkedin_Share\/en_US_share.svg\" \/><\/a><\/div><\/div><\/div><\/div><\/div><\/div ><div id=\"sfsi_holder\" class=\"sfsi_holders\" style=\"position: relative; float: left;width:100%;z-index:-1;\"><\/div ><script>window.addEventListener(\"sfsi_functions_loaded\", function()\n\t\t\t{\n\t\t\t\tif (typeof sfsi_widget_set == \"function\") {\n\t\t\t\t\tsfsi_widget_set();\n\t\t\t\t}\n\t\t\t}); <\/script><div style=\"clear: both;\"><\/div><\/div>\n<\/div><\/section><\/div><\/p>\n<div  class='flex_column av-3o96g0-b7f31826bbcff91d638a7efb6546d912 av_one_third  avia-builder-el-6  el_after_av_two_third  el_before_av_textblock  flex_column_div  column-top-margin'     ><div  class='avia-button-wrap av-l44nkn6e-14adebb8221c7f31ac09002977a3b191-wrap avia-button-center  avia-builder-el-7  avia-builder-el-no-sibling '>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-l44nkn6e-14adebb8221c7f31ac09002977a3b191\">\n#top #wrap_all .avia-button.av-l44nkn6e-14adebb8221c7f31ac09002977a3b191{\nbackground-color:#ff0000;\nborder-color:#ff0000;\ncolor:#ffffff;\ntransition:all 0.4s ease-in-out;\n}\n#top #wrap_all .avia-button.av-l44nkn6e-14adebb8221c7f31ac09002977a3b191 .avia-svg-icon svg:first-child{\nfill:#ffffff;\nstroke:#ffffff;\n}\n<\/style>\n<a href='https:\/\/www.youtube.com\/channel\/UCF37ynFfvrORlPSzYJe-W8Q?sub_confirmation=1'  class='avia-button av-l44nkn6e-14adebb8221c7f31ac09002977a3b191 av-link-btn avia-icon_select-yes-left-icon avia-size-small avia-position-center'  target=\"_blank\"  rel=\"noopener noreferrer\"  aria-label=\"Subscribe\"><span class='avia_button_icon avia_button_icon_left avia-iconfont avia-font-entypo-fontello' data-av_icon='\uf16a' data-av_iconfont='entypo-fontello' ><\/span><span class='avia_iconbox_title' >Subscribe<\/span><\/a><\/div><\/div>\n<section  class='av_textblock_section av-l2z0hmkq-7cfafbb946aa2d5e529e4b25165cdd98 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p>Roughly 70% of customer service interactions are now powered partly by interactive voice response (IVR) systems and AI, according to <a href=\"https:\/\/www.accenture.com\/in-en\/insights\/interactive\/conversational-ai-for-your-customers-and-your-business\">figures from Accenture<\/a>. But if you&#8217;ve spent any amount of time calling customer support for a large company, then you know that some of these IVR systems are way better than others.<\/p>\n<p>On a basic level, an IVR system is like an automated voicemail system that tries to gauge why customers are calling and get them to the right place. But a lot can go wrong during that process.<\/p>\n<p>I had the honor of becoming the official customer service\/telephony and IVR voice for T-Mobile in 2015. (You can listen to some samples from that and other IVR demos above.) So I&#8217;ve learned some things about what makes a great IVR voice and the role it plays in a customer-service experience.<\/p>\n<p>In this post, I share some of my thoughts and tips for hiring an IVR voice actor that <em>enhances<\/em> your customer service voice system and resonates with customers.<\/p>\n<h2>The challenges with interactive voice response<\/h2>\n<p>The most common reason why people call customer experience is that something has gone wrong. So right off the bat, you&#8217;ve got an angry customer who needs help. If they experience any friction or roadblocks when trying to get that help, then they only become angrier.<\/p>\n<p>Maybe the IVR voice system doesn&#8217;t understand what the customer is calling for. Maybe there are too many prompts, or none of the prompts apply to the customer&#8217;s situation. Maybe the customer can&#8217;t even understand what the IVR voice is saying!<\/p>\n<p>Each of these scenarios increases the risk of losing the customer. So it&#8217;s vital that the IVR system is strategically designed to calm, support and efficiently guide the customer in every way possible. That&#8217;s where a good IVR voice can play an important role.<\/p>\n<h2>The role of the IVR voice<\/h2>\n<p>An interactive voice system needs to be fast, efficient and helpful. But in addition to the <em>process<\/em> that the customer experiences, the IVR voice itself has a powerful impact on the customer&#8217;s frame of mind.<\/p>\n<p>If the IVR voice is difficult to understand, it will only make the situation worse. If the voice sounds unfriendly, curt or unhelpful, the customer&#8217;s mood will quickly sour. Additionally, if the voice sounds completely out of touch with the person calling (for example, much older or much younger), this too can be an off-putting experience. So when the caller finally reaches a human, they&#8217;re already on edge.<\/p>\n<p>Let&#8217;s look at what an IVR customer service voice needs to be effective.<\/p>\n<h2>Tips for a successful IVR voice<\/h2>\n<ul>\n<li><strong>Friendliness<\/strong>: An IVR voice should sound friendly and warm. You should be able to hear the smile on the voice actor&#8217;s face.<\/li>\n<li><strong>Flexible vocal range<\/strong>: The tone of the voice should put customers at ease. This means hiring a voice actor that has flexibility in their vocal range to sound compelling, empathetic, helpful, professional \u2013 or whatever the situation calls for.<\/li>\n<li><strong>Relatability<\/strong>: Should the IVR voice sound young and upbeat? Or serious and scholarly? It all depends on the brand and the type of customer service being provided. Most important is that the IVR voice is relatable to the audience that is calling in.<\/li>\n<li><strong>Brevity<\/strong>: This relates more to the script than the voice itself, but it&#8217;s important that the IVR prompts are quick and succinct. People will naturally become more frustrated the longer they&#8217;re on the phone.<\/li>\n<\/ul>\n<h2>Conclusion<\/h2>\n<p>Companies use interactive voice response systems because these systems ultimately help them support more customers in less time. The systems automate the support process and allow people to self-service common issues, which eliminates the need for a human agent in some cases.<\/p>\n<p>But if the IVR voice, or the process itself, creates a bad customer experience, then it will only hurt the company&#8217;s reputation. This is why it&#8217;s so important to work with a skilled IVR voice actor who can deliver a clear, relatable, empathetic voice that is perfectly aligned to your brand and customer-service objectives.<\/p>\n<\/div><\/section>\n<section  class='av_textblock_section av-2y96gg-a3835716704e5a0634400019e9747b00 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><p><a href=\"https:\/\/www.youtube.com\/channel\/UCF37ynFfvrORlPSzYJe-W8Q?sub_confirmation=1\">Subscribe to our YouTube channel<\/a>\u00a0for more tips from professional voice over artist, poet and philosopher Kabir Singh.<\/p>\n<\/div><\/section>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-4chhtj-1-0fc9effacd2e9f7b8e2a21985512e631\">\n.flex_column.av-4chhtj-1-0fc9effacd2e9f7b8e2a21985512e631{\nborder-radius:0px 0px 0px 0px;\npadding:0px 0px 0px 0px;\n}\n<\/style>\n<div  class='flex_column av-4chhtj-1-0fc9effacd2e9f7b8e2a21985512e631 av_one_full  avia-builder-el-10  el_after_av_textblock  el_before_av_one_full  first flex_column_div av-zero-column-padding  column-top-margin'     ><section  class='av_textblock_section av-2qoqev-a31d6dac4d78e4ea9dca0c31d2ecc84a '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/BlogPosting\" itemprop=\"blogPost\" ><div class='avia_textblock'  itemprop=\"text\" ><div class=\"sfsi_widget sfsi_shortcode_container\"><div class=\"norm_row sfsi_wDiv \"  style=\"width:225px;text-align:center;\"><div style='width:40px; 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