As the contact centre is often the only way that customers interact with an organisation it has a vital part to play in enforcing and building the brand image, and upholding its values. Therefore voice is the main means through which these brand values are communicated, whether it is human or automated. By considering all the aspects of voice, such as tone and style, a tailored profile for each individual brand can be developed, which is called a persona.

Here are some of the voice aspects Vocalis will work with you to consider:

• Tone
• Accent
• Style
• Script
• Speed
• Voice Pitch

As a result of matching the persona to the brand, research has shown that, customers respond more positively to such well thought through services and so customer loyalty improves. The persona also offers a method of differentiation of service from competitors.

A good persona design helps to enhance the customer experience and meet their expectations, as well as re-enforcing the brand values, to ensure consistency across all communication channels

As overall customer service is one of the most important factors in strengthening the brand and the contact centre is at the forefront of this service. Therefore the voice of a contact centre, should be considered carefully and truly reflect the brand of the organisation.