man holding a megaphone

How Tone of Voice Affects the Outcome of a Phone Call

How Important is the Tone of Voice When Talking to Someone on the Phone?

Tone of voice always has an impact on a conversation. But at Anserve, tone of voice is especially important because callers can’t see the agent’s body language or facial expressions. As a live answering service, Anserve knows the significance that tone of voice has for callers. For our agents, keeping a positive tone has a definite impact on effective communication.

Because tone can project your company’s brand, it’s imperative to make a good impression with your tone of voice on the phone. Experts estimate that a first impression is usually made within the first ten seconds of a phone call. Our agents make a positive first impression with the following techniques:

  • Smiling when speaking
  • Breathing deep from the diaphragm
  • Speaking around 120 to 150 words per minute, to come across as a good listener
  • Listening for the “meat of the message”

nothing enhances the customer experience like her tone of voice

What are the Components of Tone of Voice?

Our agents use the three main components of tone of voice for effective communication.

  • Rate of Speech: A good rate of speech is about 125 words per minute. If you speak faster, you will seem like you’re rushing. If you speak slower, you may seem bored or seem condescending.
  • Pitch: Pitch refers to how high or low your voice can go. Anserve call agents try to avoid a monotonous voice which can sound robotic and unengaged to the caller. We also try to avoid pitches that are very high which will probably not sound genuine.
  • Energy: This includes the attitude and enthusiasm of the agent.

What is a Good Speech Rate for Good Customer Service?

A general range to aim for is 120 to 140 words per minute. For an agent at a live answering service, the ideal rate of speech is 125 words per minute for good customer service. If you speak faster than this, you risk the caller feeling that you’re rushing them. If you speak a lot slower than 125 words per minute, you might seem disinterested or possibly condescending.

Customer Service

What can the Tone of Voice Imply?

Tone of voice can imply confidence and trustworthiness – the very character of your business. Therefore, it’s not just about what you say, but how you say it and the impression live agents leave with callers. A company’s tone includes all the words in business content including all marketing materials, website articles, and client presentations in addition to what your employees and company representatives say – all of this contributes to your company’s brand value. When your customers call and speak to Anserve representatives, they will hear a consistent tone every time, which will reinforce your consistency and reliability as a company, resulting in a positive customer experience.

Female receptionist using headset and smilingWhy is Tone Important in a Call Center?

At call centers, an effective tone of voice makes callers feel at ease and reassured. At Anserve, we know it is especially important because when used effectively, a good tone leads to happy callers. Conversely, we also know the consequences of ineffective tone. According to one study, 28% of call center voices sound strained, tired, and lack tonality. At Anserve, our agents keep their tone positive for effective communication.

What Tone of Voice is Best for Effective Communication?

For effective communication, it’s best to set a positive tone as soon as you answer the call. At Anserve, we use a warm greeting when we answer. We also try to show compassion for the caller’s concern or question, especially when answering for a healthcare or hospice provider. If the caller feels that they are being listened to and their problem is being resolved, they are likely to relax, and the agent then has a better chance of receiving the complete message from the caller. Another key element for an effective tone of voice is confidence. A confident tone gets more attention and is seen as a leader who can help resolve issues quickly.

How do Anserve’s Agents Use Compassion on the Phone?

Communicating with compassion is a core value for Anserve live agents. We answer every call with a compassionate tone of voice to show empathy and that we are engaged in building trust. When long-term relationships are built with callers, this increases customer retention which ultimately grows the business. In fact, it can increase revenue between 25% and 95%, according to Harvard Business Review. At Anserve, we treat the next call your business receives to be the most important one. Contact Anserve today to learn more about our live agents and customizable answerings services for your business.

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