Tone of Voice: Measure It with Call Tracking
1.5 min read
We all know that the tone of our voice is important. The way we use our voice is especially meaningful when we’re communicating with customers.
We can use the most beautiful words and string them together in sentences of elegant precision. But if we aren’t saying these heavenly phrases with a tone that exudes positivity, confidence, and strength…well then…the words are worthless.
The tone of voice is a critical part of our face-to-face communication.
– 7% of spoken communication is the words we actually speak
– 38% of spoken communication is the way in which they are spoken (tone of voice)
– 55% of spoken communication is the facial expression and body language
Tone of voice is very important in face-to-face scenarios.
But what about on the phone? How important is tone when you remove the face-to-face element of an interaction? Obviously, the largest factor in face-to-face communication is missing on the phone. Facial expression and body language mean nothing. So, the tone of voice becomes far more important.
In fact, on the phone, tone is 86% of our communication. The words we use are only 14% of our communication.
On the phone, you can’t smile with your face, so you have to smile with your voice.
With Convirza you can score calls on any element you want. Our customers score phone interactions on a variety of factors. In fact, we have 45 out-of-the-box call analytics indicators that rely on our natural language speech recognition software. One of the most common call analytics that our customers use is the tone of voice.
And guess what we prove every day?
Better tone of voice has a direct correlation to selling more and providing better customer service.
Here is an experience that drove home the significance of watching your tone on phone calls. We tracked one of our clients in the rent-to-own industry for 15 months. We found that they only used ‘good’ tone of voice on the phone with customers around 67% of the time. Now here’s the crazy part: when they made a sale, ‘good’ tone was used 94% of the time!
Good tone of voice leads to conversions and sales.
It’s quite simple: if you want to sell more or provide better customer service, you need to sound positive, happy, confident and powerful when you speak.
Published on: May 10, 2018