27 January 2017

Why Your Voice Sounds Different on a Recording, and Why it Matters to Customers.

“Is that… MY VOICE?!”

You’ve been there, right? You hear your voice on a recording or video… and you cringe. It sounds totally different than what you thought, and quite frankly, you don’t like it. Well, you’re not the only one who feels this way about their own voice. And as it turns out, there’s some science behind why we’re all a little bewildered by the sound of our own voices in a recording. Knowing that science could help you deliver customer service in more ways than one.

The Science

Listening and speaking are two different things, and the sound waves that go along with both situations are different as well. That’s important to know because it’s the whole reason why we might not even recognize our own voices in a recording. When we’re listening, those waves are coming in and traveling their usual path through our inner ear, which does all the hard work for the sense of hearing. But when we’re speaking there are more vibrations at play that change the pitch of the sound waves our inner ear receives – namely, the vibrations coming from the actual act of speaking. That makes the voice sound lower in person than in a recording.

Okay, so that’s why we sound different, but why don’t we like it? For precisely that reason – it’s merely different than what you’re used to. Most people don’t listen to themselves on a recording very often so when they do, it’s sort of a shock. Something they’re unfamiliar with. It takes us a while to get used to something, but when we do, the idea, concept, or in this case, sound tends to grow on us. This is all fine and dandy, you’re thinking, but what does it have to do with the call monitoring services Callcap offers? So glad you asked.

Your Voice is a Tool

The customers on the other end of the phone can’t see you. They can’t tell if you’re dressed up, or in gym clothes. They have no idea if your hair is perfectly groomed or if it’s a hot mess. Any information they can glean about you comes from your voice, which makes it an incredibly important factor in how your team delivers customer service. Let’s take a deeper look.

Customers call in for various reasons. They’re frustrated because something’s not working correctly. They can’t find what they’re looking for. They need more information than what they could find online. Frustration is most likely the emotion to be associated with all these situations. The customer service representative’s voice can make or break the customer’s experience, not by what they say, but by how they say it! Does their voice sound gentle and understanding, or harsh and critical? Are they interrupting the customer without realizing it because they think they already know the answer? Does their carefree character come across as if they don’t care about the customer’s experience? Most importantly, are the customer service reps even aware of these things?

Your Team May Have the Best of Intentions, but Intentions Play Second Fiddle to Immediate Customer Perception.

Here’s the good news. All these things can be identified and resolved by reviewing logs with Callcap’s call monitoring service. By spending time behind the scenes at what’s really going on in customer experience situations, you can identify areas for improvement – and the fix may be as simple as adjusting the tone of your voice to fit a situation. For example, your customer service rep may think she’s speaking with authority, but in reality others may perceive it as bossy.

First thing’s first. You can’t fix what you don’t know is broken, so it’s important that you take the next step with Callcap’s call monitoring services. Invest the time in your customer experience team. They don’t want to sound anything but helpful, after all.