Telephone reception: why is it as strategic as the physical reception of your company?

What is telephone reception?

Telephone greetings are the first interaction between a customer and a business, whether through interactive voicemail, a soothing melody while on hold, or an agent ready to answer.


Just like a physical welcome, this first contact is therefore essential to build a good first impression. This is in fact the first opportunity for a company to show its professionalism and care to the customer.


The main goal of telephone reception is to facilitate calls handling, improve the customer experience and have a direct impact on the reputation of a company from the first moment.

In order to do this, several solutions are available to ensure a continuous and complementary telephone service to the hosts and hostesses of the traditional switchboard.

The interactive voice server (IVR)

The interactive voice server is a device that guides callers through a voice menu. This menu allows the caller to use the keys on their telephone or voice recognition to select the department they wish to contact. This technology thus facilitates redirection of calls to the appropriate contacts or departments. There are many advantages to an IVR :

• It allows a large number of incoming calls to be handled simultaneously, which significantly reduces waiting times for customers.
• It provides continuous availability with its ability to operate 24/7.
• It improves the customer journey by providing immediate answers and directing callers to the right department quickly and efficiently
• It reduces operational costs by automating responses to frequent requests: the system lightens the workload of employees, which allows them to focus on more complex and strategic tasks.

Voicemail

Designed for both the company's switchboard and employees' mobiles, voicemail messages maintain commercial accessibility and show a polished image. They are broadcast when the company is closed, whether outside usual working hours or during exceptional or annual closing periods. Limited to 30 seconds, it must fulfill several functions:

• Reassurance: Confirm to the caller that they have reached the correct number. This avoids any confusion or uncertainty.
• Reception : Clearly mention the days and times during which you are open, informing the callers and allowing them to schedule a call back.
• Communication: Encourage the caller to visit the company website for additional information, which can also reduce call volume during closed periods.
• Call to action: Invite callers to leave a voicemail or call back during business hours so no inquiries are lost.

Welcoming message

An essential part of telephone reception, the welcoming message is a short message, automatically broadcast as soon as the caller begins to hear the ringing. The caller immediately knows that they have dialed the correct phone number and that an answer is coming.

This reception strategy also aims to prevent the caller from hanging up prematurely and to maintain their interest with the promise of imminent support.

On-hold message

On-hold message is a voice message that informs and keep the customer busy during a transfer or a call on hold. The purpose of these messages is twofold: to inform and engage. This strategic moment is used to communicate relevant information and relay the company's services and values.

By choosing music that reflects the tone and identity of the company, the experience of waiting is transformed: this moment, often perceived as boring, becomes not only pleasant, but can even be memorable!

Waiting therefore helps maintain caller engagement, reduce the perception of waiting time and minimize call up rates.

Telephone reception as a springboard for your customer relations

What is the impact of a telephone greeting on a company's brand image?

An efficient telephone reception is seen as an indicator of the degree of professionalism and respect that the company has for its callers. When a customer contacts your company, the quality of the welcome they receive can transform a simple interaction into a real asset for your brand image.

Imagine a telephone reception where every detail, from the operator's voice, to the text heard, to the music on hold, is carefully chosen to reflect the values of your company. This ideal scenario has a real influence on callers' perception of your business. A professional welcome suggests that you go beyond what you promise, and that your business is truly reliable and efficient.

Your telephone reception therefore reflects the image of your business: if it is done well, customers will think that everything else is up to par. If not, they might doubt the quality of your services. One more reason not to neglect this vital aspect of your communication!

Telephone reception as a powerful marketing tool

How to make a successful telephone reception?

Here are some tips to take advantage of all the benefits that your telephone reception can offer you:

• Messages regularly updated: customer needs evolve, your messages must also follow a dynamic. Continually review your phone scripts to keep them fresh and relevant. Don't be afraid to adjust them based on customer feedback or changes in service offerings.
• Harmonization between telephone reception and company communication: telephone reception must be a natural extension of your communication strategy. This means that it must reflect the company's image and values, while being flexible enough to adapt to ongoing promotional campaigns. Make sure that every message conveyed over the phone is as careful and consistent as any other form of communication.


• Responsiveness in responding to customers: your ability to respond quickly to calls is a key indicator of your commitment to your customers. Be sure to reduce wait times and maximize your availability to meet your callers' needs efficiently.
• Impeccable vocal quality: the elocution, articulation, syntax, tone, flow and volume of the voice must be perfect. These oral communication éléments are necessary to ensure that your messages are heard and understood in the best conditions.

• Professional linguistic mastery: speaking the language of your caller, literally and figuratively, creates an immediate connection. Using precise and unambiguous vocabulary strengthens your credibility, while mastering the tone, delivery and volume of the voice makes your messages models of clarity and effectiveness.


• Entrust your telephone reception to professionals: to guarantee the efficiency of your sound communication strategy, seek support from experts like Phone Design. We will help you maintain consistency with your brand identity while optimizing interactions with your customers.

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