Author: Rob LeFever

What’s wrong with my voice?

Post author By Rob LeFever
Post date August 24, 2023

How to Optimize Your Business Greetings

Have you ever listened to a recording of your voice, only to cringe at how unfamiliar it sounded? You may have even found yourself uttering in disbelief, “Do I really sound like that?”

If so, you’re not alone. Many people experience a bit of surprise, distaste, or even discomfort when hearing their own voice. But why is that?

One of the main reasons is due to a perception mismatch.

When we speak, we hear our own voice as a combination of vibrations conducted through our skull and sound waves hitting our ear drum. This internal perception creates a deeper and richer sound of our voice that is different from what others hear when they listen to us externally.

So, when we listen to a recording of our voice, it can sound slightly awkward or even outright foreign compared to the internal perception we’re accustomed to, and this discrepancy between our internal and external perception can be disconcerting. And, since many of us are prone to self-criticism, it’s easy to find fault with our own voice, especially if we compare it to that of others we consider more melodious.

This can be particularly frustrating if you’ve been assigned the responsibility of recording phone greetings for your business. Despite multiple attempts to create a professional-sounding upfront greeting on your business cellphone, you find it challenging to capture the polished sound you desire.

In our modern world where telecommunication remains essential in conducting business, it’s obviously crucial to project a confident and professional image in those aural communications. In both our personal and professional lives, many feel that having a charismatic tone of voice is just as important – if not more important – than the words we speak.

Remember, your business’s upfront greeting is often the first point of contact for potential clients or colleagues. By providing such callers with a clear and well-articulated message, you can instantly make a positive first impression and ensure effective communication. So, there’s a lot riding on that upfront greeting.

In addition to the all-important upfront greeting, your phone system comes with a range of other indispensable features designed to optimize communication and improve productivity, such as IVR options and “busy” messaging. Of course, you’ll want to customize those features with recordings specific to your business, rather than simply rely on the built-in generic recordings that came with your phone. But again, attempting to record such customization yourself will likely bring only disappointment when you listen to the playback and hear that your voice – or the voice of an internal company representative – isn’t as engaging as you’d expected.

We recommend going outside your company to a talent agency or studio. When choosing a professional studio for your voiceover needs, consider finding one that offers a comprehensive roster of industry-leading female and male voiceover talents. Look for a vendor with a diverse range of vocal tones, ages, dialects, and languages to provide customized recordings for your phone system, marketing content, and training materials. This can significantly enhance your business’s image, surpassing any self-recordings attempted in your own voice.

Perhaps you’re thinking, “Well, my voice isn’t that bad. I’m sure my customers won’t mind listening to the upfront greeting that I record in my own voice. And if anyone complains, I’ll just have my assistant rerecord the greeting to save myself some money – she’s got a great voice!”

But consider this scenario: You’re driving along and see two storefronts that sell the exact same product you’ve been looking for. The signage of the first storefront, while acceptable in that it’s legible, is obviously low-budget, amateurishly designed, and doesn’t give a great first impression of welcoming you into the store. On the other hand, the signage of the second storefront is professionally designed, visually appealing, and by sight alone conveys a strategic message: Ours is a business you can trust; we have all the products you’ve been looking for; and if you buy from us, you’re going to be a fully satisfied customer.

You haven’t stepped inside either store. Yet, based on your first impression from the signage alone, you already know which store is going to win your business.

The upfront greeting for your business acts in many ways like storefront signage. You have only a brief moment to make an immediate positive impression on potential clients, so they know you’re a business with integrity, dedicated to providing the best customer experience possible. And what better way to do that than with a high-quality greeting recorded by a professional voice talent, who effortlessly sounds authentic and engaging, while instilling confidence in your callers to do business with you.

Now you may be thinking, “But I’m not tech-savvy. How am I supposed to take recordings from an outside source and put them on my phone system?”

Have no fear. Uploading professional recordings to your phone is a simple process, one that your VoIP phone provider can walk you through, as it requires only a few easy-to-follow steps.

And for those just entering the world of entrepreneurship, you may be thinking, “Can’t I just use my personal mobile number or even my personal landline to do business? And I’m sure my customers won’t mind if I have an upfront greeting recorded in my voice without all the bells and whistles. Why should I spend the money on a separate business line and professional recordings?”

By adopting a mobile VoIP plan for your small business, you can seamlessly use your personal cell phone as your desk phone without revealing your private number. This means that whether you’re making or receiving calls, it will always appear as if you are sitting at your desk. In today’s business world, having a more professional and private communication experience is a desirable advantage that VoIP can provide.

So, although you might think recording your business phone greetings in your own voice will be adequate for your callers, remember this: The voice we project to the world matters just as much as the words we speak.

Investing in a trained and experienced professional voice talent can significantly enhance your brand’s image. By having an expert record your greetings, you will project the best possible impression to the world. This, in turn, strengthens your business’s brand, improves the customer experience, and elevates your overall image.

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Maximizing Your Business’s Success in Times of Inflation: The Power of Repurposing Your Message-On-Hold Content

Post author By Rob LeFever
Post date August 16, 2023

In the face of inflation and economic challenges, businesses must find cost-effective ways to sustain success and visibility. Content marketing, including blogs, social media posts, and videos, has proven to be an affordable and organic method to engage customers and drive sales. However, many marketing professionals are overwhelmed with tasks and struggle to produce more marketing collateral to compensate for reduced traditional advertising.

The solution lies in harnessing the power of “domino content” – relevant, valuable content that can be repurposed across various marketing channels. And a prime source of domino content for businesses is your Message-On-Hold (MOH) program. MOH content, already engaging clients on hold, can be repurposed for social media posts, podcast episodes, blog posts, email marketing campaigns, webinars, videos, infographics, training materials, and more.

Repurposing MOH content enables businesses to maximize their investment and reach a wider audience without reinventing the wheel each time. It’s an efficient and budget-friendly way to continue promoting the business and maintaining a presence on various marketing platforms.

For instance, businesses can convert MOH content into engaging social media posts to drive traffic to their platforms. They can expand the content into podcast episodes and dive deeper into the topics to establish thought leadership. Transforming MOH content into informative blog posts helps drive organic traffic to the website and enhances the brand’s online presence.

Furthermore, utilizing key messages from MOH content in email marketing campaigns nurtures leads and promotes products or services. Creating webinars or online workshops based on MOH content positions the brand as an industry expert and generates leads. Entertaining promotional videos or informative tutorials can be shared on YouTube to increase brand visibility and attract a wider audience.

Condensing the main points from MOH content into visually appealing infographics helps convey information in a concise and memorable way. Businesses can also adapt MOH content into training materials for internal or external use, educating employees, customers, or partners about relevant topics.

By repurposing MOH content for different marketing initiatives, businesses can strategically optimize their advertising efforts and overcome the constraints of inflation. This approach allows them to amplify their reach, engage the target audience, and achieve more with less. As the business landscape evolves, adapting and leveraging these strategies will position businesses for long-term success.

By prioritizing and updating your Message-On-Hold content monthly, you can create a marketing strategy that extends beyond the phone system and into all your channels. Instead of procrastinating the task, use it as a piece of pillar content and knock out a bunch of tasks all at once. Embracing domino content from Message-On-Hold will prove to be a powerful tool for any overwhelmed marketing department looking to save time and money.

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Unleashing the Full Potential of Your VoIP Phone System with Custom Message-On-Hold and IVR Recordings

Post author By Rob LeFever
Post date August 2, 2023

Although non-verbal forms of communication such as email, live chat messaging, and social media seem to dominate the business landscape these days, phone communication still plays a crucial role in shaping the perception of your brand. With the advent of Voice over Internet Protocol (VoIP) phone systems, businesses embraced advanced communication technologies to streamline their operations and now have many VoIP phone options to choose from, including offerings from Microsoft Teams and Zoom. However, one misconception that often arises with upgrading to a VoIP phone system is the assumption that customized Message-On-Hold (MOH) and Interactive Voice Response (IVR) recordings come included in the package. In reality, this is rarely the case, and neglecting these essential elements can impact your business image and customer experience. In this blog, we will delve into the importance of custom MOH and IVR recordings as you consider transitioning to a new phone system.

Don’t Settle for the Default:

Are you considering transitioning to a new VoIP phone system? Don’t fall under the impression that custom Message-On-Hold (MOH) content comes as a standard offering with the new system. It’s important to clarify that while the system can “play” MOH audio, you’ll need to provide a customized on-hold file separately. Some providers may mention “MOH” as a built-in component, but in reality, they often refer to MUSIC-On-Hold instead of MESSAGE-On-Hold. While having Music-On-Hold is better than silence, it lacks the personal touch required to effectively convey your brand’s message. Also, the royalty-free system default music is often lacking in overall quality, which can become annoying for your callers. Why settle for generic music? You have a captive audience on hold. Engage them one-on-one and guide them to self-service options or educate them about your latest business updates. Transitioning to a new phone system shouldn’t mean compromising on your brand’s image and customer experience. Your MOH provider can easily format your existing custom Message-On-Hold program for the new phone system. So why settle for just music when you can have personalized interactions that make a difference?

The Power of a Captive Audience:

It’s important to think about the time your callers spend on hold. That hold time is a unique opportunity to engage with a captive audience and promote your brand. By utilizing custom Message-On-Hold recordings, you can educate your callers about important company updates, new products and services, ongoing promotions, seasonal information, industry trends, and more. This not only enhances their knowledge but also cultivates a stronger connection to your brand.

Building a Professional Image:

Your business image is paramount to your success, and projecting professionalism in every aspect of customer interaction is essential. By investing in custom Message-On-Hold recordings, you demonstrate your commitment to providing the best customer experience possible. Professionally recorded messages and licensed background music can create a polished and sophisticated impression on your callers, enhancing your brand’s image and fostering trust and loyalty.

Seamless Navigation for Callers:

It’s important to note that MOH and IVR are not one in the same. While they are both telephony features, they serve different purposes. Message-On-Hold’s function is to keep callers engaged and informed during hold time until a representative can assist them directly. IVR systems are designed to assist callers in navigating through your phone system to reach the right department or representative quickly. So, while IVR allows callers to interact with the automated system through voice prompts and keypad inputs, MOH normally doesn’t allow for such interactive self-service processing. Despite this difference in functionality, both MOH and IVR are indispensable elements when it comes to communicating with your callers. While VoIP phones certainly provide IVR capability, any preprogrammed auto-attendant recordings that come included are typically generic and lack personalization. By incorporating custom IVR recordings – crafted specifically for your business – into your VoIP phone system, you provide callers with a seamless and intuitive navigation experience.

Elevating Customer Experience:

To maximize the potential of your VoIP phone system, look to source an experienced vendor for custom Message-On-Hold (MOH) and IVR recordings. Look for a provider that offers a range of packages tailored to your specific needs. An experienced team of script writers is essential in crafting informative and engaging MOH content, while also providing clear and concise voice prompts for your IVR system. The right partner will have access to a diverse roster of professional voice talents and licensed background music, guaranteeing your callers an optimal experience. Partnering with a studio like this will enable you to effectively promote your brand, educate your callers, and ultimately enhance customer satisfaction. Invest in a studio that understands your vision and can deliver top-notch recordings to maximize the potential of your VoIP phone system.

Upgrading to a VoIP phone system is without a doubt a step in the right direction for modernizing your business communication. However, don’t overlook the importance of custom Message-On-Hold and IVR recordings, which typically are NOT included in your VoIP phone system upgrade. By capitalizing on the opportunity to engage your callers, promote your brand, and provide a seamless navigation experience, you can leave a lasting impression and differentiate your business from competitors.

Stay connected with Holdcom to access more helpful and interesting blogs, podcasts, and other content designed to elevate your client communications.

Tags IVR, message on hold, pbx, voip

customer experience IVR multilingual phone menu prompts scriptwriting tips Translation

The Best Method for Translating Your Audio Production Scripts

Post author By Rob LeFever
Post date October 13, 2022

Human vs. Machine – Translation Excellence?

You’ve just finished writing a comprehensive IVR script for your organization’s phone system. But before submitting it to Holdcom, you remember you were tasked with having the script recorded not only in English but also Spanish, French, and Mandarin, since a significant portion of your client base communicates with your organization in those languages. Like any professional working within a budget, your first instinct is to research the most cost-effective options possible to have your English script translated into the other languages.

Perhaps you’ve seen ads online for websites promising no-cost, on-the-spot translation solutions. Or maybe you remember there’s a built-in translation app on your mobile phone that you’ve always wanted to try out. Or perhaps you simply decide to type the words “free translation” into your web browser, and up pops Google Translate as the first search result.

Whichever of these methods you choose, you’re amazed not only at the ease-of-use the automated tool offers but also the immediacy that it renders a seemingly thorough translation. All you had to do was simply copy-and-paste your English script into the “Enter Text” box, select the desired language for translation, and INSTANTLY a fully formed translated document appeared. And you didn’t need to pay a single cent! Nothing short of victory, right?

But before you email that translated script over to Holdcom to be recorded, remember the age-old saying – If something seems too good to be true, it probably is.

While no-cost translation sites/apps can be a great resource for quickly translating stand-alone words, short phrases, or even full paragraphs to obtain the gist of information presented to you in a language you don’t understand, these same sites/apps can yield varying degrees of inaccurate translations, depending on the context of the verbiage you’re translating and the languages involved.

So while a free automated translation site might be an adequate solution when it comes to personal use (such as helping you understand an email or text from your new social media friend in France, who’s writing to you in his native language), that same site’s lack of 100% accuracy renders it an ineffectual tool for professional applications, especially long-form applications such as Message-On-Hold and IVR scripting. In other words, the longer your script, the greater the likelihood the automated tool will produce errors in the translation.

Of course this begs the question – WHY do these automated translation tools produce such errors?

Think about it. In English, a word can have various meanings, and those meanings can be very different from each other. If someone were to say any of these common homonyms to you –

fan, park, play, right – as purely stand-alone terms and expect you to know the exact meaning they’re implying, you could certainly take a guess. But you would really need to know the surrounding context associated with those words to understand the precise meaning that person was intending. Such is true for homonyms in other languages. And therein lies one of the reasons an automated translation site/app can easily take a wrong turn.

Depending on which type of auto-translation tool you use and the languages you’re pairing, the software may rely on direct (or, “literal”) translation methods, meaning it translates each word of your text separately, without considering how those words are used collectively in the full context. This can result in not only grammatically incorrect – but oftentimes, nonsensical – translations.

To give you an example, I remember receiving a client’s Spanish translation years ago and immediately realized they had used an automated translation tool. I’m not fluent in Spanish by any means, but when I referenced the client’s English version of their Spanish translation, I noticed the word “Queens” throughout. And based on the context of the English script, I could see the client was referring to the New York City borough of Queens. However, the word “Queens” appeared nowhere in the Spanish translation, which was a red flag. I could see that instead of leaving the proper name of “Queens” intact in the Spanish translation, the automated tool mistakenly translated it literally as “Reinas” – the plural version of “a female sovereign or monarch” – which was obviously not the word/meaning the client intended.

So what will happen if you unknowingly submit a faulty translation to Holdcom to be recorded? In general, it will cause confusion and ultimately delay the production of your final product, which is never ideal – especially if your leadership has given you a hard deadline to have the recordings implemented on your phone system. So as our voice talent sits down to record your translation, s/he will inevitably spot grammar and word choice errors that will likely render the script unreadable. In these situations, I often receive feedback from voice talents as such: “Unfortunately it appears this script was translated using Google Translate or a similar site. If I were to record this as is, I’d basically be reading gibberish in some sections. I think I know what the client is trying to say, but I honestly can’t be sure and I certainly don’t want to guess. So please circle back with the client for clarification.”

Although the accuracy of certain automated translation tools has improved over the years, don’t assume the site/app you’re using is necessarily selecting the word/meaning it thinks best based on the specific nuances of your content. Such automated tools are more likely relying on a language pattern-matching algorithm, so there’s no guarantee it will select the word/meaning you intended. To compound the problem, there is no reliable way to confirm the auto-translator’s word choices are fully accurate without an actual human being, fluent in both the original language and translated language, to verify those word choices. A machine using an algorithm simply can’t understand the contextual subtleties to the same degree a trained human can.

And that is why, when translating a document that will be used for a professional application, it’s crucial to steer clear of these “machine translators” in favor of skilled human professionals. Experienced professional translators will take the necessary time and effort to avoid the pitfalls of literal translation methods. They’ll factor in the all-important rules of grammar as well as any cultural references and nuanced language contained in your script. They may utilize not only their personal knowledge and expertise of the languages required for the translation but also well-established multilingual dictionaries/glossaries, “back translation” methods, and proofreading/review techniques, which automated translation tools do not employ.

If you don’t already have a reliable human translation source (such as a fluent bilingual staff member with a proven track record of providing error-free translations), then Holdcom, at an affordable rate, can provide you with professional translation services, performed by certified, highly experienced multilingual translators. And since word choice can be subjective even when skilled human translators are involved, you will be given the opportunity to review and approve all translated documents before we record them. This way, if our Spanish translator translates the phrase “To repeat these options, press 9” as “Para repetir estas opciones, oprima 9” – but you prefer the word choice of “Para repetir estas opciones, presione 9” – we can certainly adjust that to your liking before the script is recorded and implemented on your phone system.