Good Day All
We are looking to re-record all of our call introduction whispers and just wanted to know what the benefits are of a male/female announcer.
Has anyone done any study into this area?
Any help would be greatly appreciated.
Joe
Call Whisper
Call Centre Helper Forum » Call Centre Management
(10 posts)
For those of us who don,t know can you explain what an introduction whisper is so we can get our heads around your question
Posted 7 months ago
The whisper literally just lets the agent know what kind of call they aer dealing with, so Insurance Call, Retail Call etc.
Sorry didnt think about that.
Posted 7 months ago
Hi Erac,
let me check i have this right? you're re-recording your agent whisper?
mostly, research/surveys/studies are done into what accents, tone and speed is best to deliver to the customer not the agent..
Usually for outbound messages it's more important to get that right as the customer has to interact with it, for an agent its more of an information "heads-up" so not that important (imo) and i'd probably go with something known to the agents i.e ask agents to put their voice to it- involve them.
Posted 7 months ago
Hey michellem
Fair point. We are also looking into our inbound numbers as well, are different voices (male/female) better for certain types of calls, so Sales Female for example and collections male. Are there any benefits of this?
Posted 7 months ago
Hi Erac,
To be honest I would be very surprised if a male/female voice made any difference on a whisper. They are normally about 2 seconds long I believe, so there isn't much you can really measure.
As suggested tone and speed are important. If it is too quick it could come across as snappy, and might put people on edge.
Posted 7 months ago
Hi Erac,
I'm not too sure off hand, we only handle outbound IVM so i can only give you some of what we've come across or what we've picked up on from customers..
There are definite results where call outcomes are most successful when using regional accents. i.e a caller in wales gets a welsh voice, rather than an indian accent. Some of our clients have shown a 10%+ better response when dealing with a female voice for outbound IVM... for inbound IVR it tends to be a female voice also.
something else we've spotted is that customer service tends to lean towards female voice.. whereas debt collection falls better with a male voice. mostly though it's trial and error- run a voice for a while, test the outcome and go again.
i personally think the content of the message is the key.. if you're saying the wrong thing your customer won't be as motivated to continue further or they'll just give up altogether?? I'd also tend to stick with the same sex for all the menus if possible.. it may be distracting for the caller if they end up getting switched between.
Posted 7 months ago
Hello, for a whisper (which previous agents of mine had briefly) I would say clarity is key particularly if the whisper trigggers variations in the opening greeting - that being the case I would use a different voice for each line, subconciously this would then prompt the agent to roll off the right opening greeting. If you dont have multiple lines I like the idea of offering the agents the chance to do it, maybe they could vote on 'finalists' a few times over the years my voice has been considered for IVR and it's actually quite flattering and nice!
Posted 7 months ago
When speaking about male and female voices, it depends on the appropriate mood. Females are generally better at sounding relaxing, males are generally better at sounding really macho and in your face, etc.
Posted 3 months ago
Hi, new user to IPCC. Have been asked to add an call announcement (whisper\Call Type Announcment) to certain lines on our ICM instance.
Any ideas? The agents are auto answer...
Posted 2 months ago
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